Application Support Engineer

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Job Description

Job Duties
Performs duties as a subject matter expert, offering next-level support to staff and students while directly assisting teams in Ed Tech, learning their work and helping in their queues.

Receives and reviews escalated calls, emails, and web-tickets for end-users and other university staff/contact centers and proposes major/minor incidents or service request tickets, logging all pertinent information while resolving problems timely and effectively.

Builds relationships and rapport with key business leaders, including executive management.

Acts as a subject matter expert for integrating with technical teams.

Offers both Tier-1 and Tier-2 teams consulting and mentoring, as needed, for both technical and leadership skills.

Maintains ownership of incidents, ensuring timely entry, updating, and closure of all tickets and issues.

Leads or participates in trainings for increased knowledge of external teams' systems and operations.

Performs multi-functionally to flex into other roles (i.e. - Problem Analyst, NOC Engineer) should assistance be required.

Collaborates with analysts in other groups to implement standardized practices and follows routine processes to promote secure systems.

Performs other job-related duties as assigned.
KSAs
Exceptional analytical skills balanced with effective communication with excellent customer service skills.

Professional verbal and written communication skills.

Ability to work independently, analyze problems, and make decisions with minimal management intervention.

Proactively involves key technology infrastructure or other teams when necessary.

Ability to anticipate potential obstacles and develop contingency plans to overcome them.

Awareness of new and existing technologies, architectures, and best practices.

Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace.

Ability to handle multiple interrupts and multi-task effectively.

Ability to diligently follow standards and best practices for many different technology areas.

Minimum Qualifications
Bachelor's Degree in Computer Information Systems, Computer Science, or a related field

2-4 years of related experience

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.
Preferred Qualifications
Master's Degree in a related field

Experience as an IC2 Incident Manager on Service Desk or similar Ticketing Management Process.

Administrative experience in ServiceNow and familiarity with reporting.

Experience understanding, maintaining, and troubleshooting distributed/scalable systems and high-volume transaction applications.

Familiarity with Salesforce, Active Directory, OnBase, IIQ, Engageware (TimeTrade), Banner, Office365, Google Apps Admin, PAMS, OnBase, Oracle, and SQL.

Basic knowledge of: PAMs, Single Sign-On Management System, Scheduling Management Applications, and Remote Desktop Access Applications.

Familiarity with On-Call Services (e.g., OpsGenie, etc.)

Understanding and troubleshooting, bug fixing, root cause review

Argos Experience

ITIL Foundations, CompTIA A+, CompTIA Net+ Certifications

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.