UNM IT Applications is a team of highly motivated, effective and collaborative individuals working on various efforts to support a diverse and ever-growing Campus. Supporting Students, Staff and Faculty to deliver education, curriculum and knowledge to our diverse student population. Overall, our team takes pride in providing a high level of excellent service and support to the UNM community.

The team is seeking technical, innovative, energetic and customer centric team members to fill one of our Product Leads – Application Support Engineer positions.  This role will be the lead in a focused portfolio of products acting as the technical subject matter expert for the systems, understanding of the functional processes, Vendor and Functional Department coordination, escalated level support, configuration of the products. 

Example of the Application Portfolio for this role:

•  ServiceNow – UNM’s IT Service Management System
•  Pinnacle – UNM’s IT Billing System

Job Duties Include:

• Subject matter expert for the systems in the portfolio including the understanding of the functional processes
  

• Active work as a Project team member and at times Project Manager
  • Act as Product Lead during implementation and enhancement projects
    
  • Coordinating and overseeing technical aspects of implementation
    
  • Facilitating and assisting with functional aspects of project
    
• Escalated level support; problem solve and troubleshoot complex issues (Tier 3) based on priority and within Service Level Agreements; at times within 4 hours at various tiers (sever to application); includes vendor and Functional Department coordination.
  
• Configuration of the products and conduct research of the systems within the portfolio to ensure product roadmap and future functionality.
  
• Customer support and collaboration with cross-functional teams and customers at various levels throughout the organization.
  
• Develop and maintain strategic product roadmap in collaboration with the functional department owner(s), IT Applications Operations and Development teams.
  
• Coordinate with others on the IT Applications Support team on support of the product portfolio. Takes the lead on the oversight of student employees and their work; assisting them directly when they need support.
  
• Participates in the development of and provides individual and/or group instruction and/or training to end users on new or updated technologies.
  
• Onboarding various individuals and teams into Enterprise Level software solutions.
  
• The employee will be On Call during off business hours for two to three weeks a year. 

See the Position Description for additional information.

• Must pass a pre-employment criminal background check.
• May be required to pass post-offer, pre-employment physical examination and medical history check.

Bachelor's degree; at least 5 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

Preferred Qualifications:  

Please include a cover letter and resume, demonstrating your experience and ability to fulfill the above job duties, as well as any of the desired qualifications below.

• ITIL Certified
• ServiceNow Certifications
• Supporting and managing a wide variety of applications, including working with end-users, developers, and technical staff to resolve issues.
• Communicating effectively both verbally and in writing to end users and other support staff, developers, and technical staff. 
• Learning, organizing, and communicating complicated systems.
• Solving problems (technical and business process) with creative solutions.
• Working in a fast-paced environment.
• Working with vendors to resolve issues.

Technical Qualifications

An understanding of:

• PL/SQL
• High-level understanding of system to system integrations
• Software Development Lifecycle
• Core web development technologies, including HTML, CSS, XML, Laravel and JavaScript.
• System administration.
• ServiceNow configurations including all areas of the system (Service Fulfillment, Incident, Configuration Management Database, Change Management, etc..)

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.