Associate Platform Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Associate Platform Engineer – Enterprise Service Delivery is responsible for supporting, optimizing, and automating enterprise IT service delivery platforms and processes. This role focuses on the configuration, administration, and technical engineering of ITSM and ITAM systems, ensuring efficient service delivery operations across the enterprise. Working closely with the Service Delivery Manager, this role helps ensure that incident, change, problem, request, and asset management processes are well-supported, reliable, and aligned with enterprise IT objectives. The Associate Platform Engineer also contributes to automation, monitoring, and integration efforts to continuously improve the performance and scalability of Enterprise Service Delivery.

Please note that this role is hybrid at our ATL or Auburn offices - with the possibility of remote in the future.

Responsibilities:
ITSM & Platform Engineering

• Support administration and configuration of the ITSM platform (Jira Service Management/ServiceNow) to enable enterprise processes: Incident, Change, Problem, and Request Management.
• Assist in designing and implementing workflows, automations, and integrations to streamline service delivery.
• Engineer monitoring and alerting capabilities to ensure platform availability and integrity.
• Ensure enterprise service delivery platforms adhere to security policies, including access management and data protection.

Service Delivery Support

• Provide Tier 2/3 platform support for ITSM and ITAM systems.
• Support change management, problem investigations, and service request fulfillment as part of Enterprise Service Delivery.
• Assist in documenting processes, runbooks, and standards to support IT teams and MSP partners.

Process Improvement & Automation

• Identify opportunities to enhance IT service delivery processes and workflows.
• Develop scripts, automations, and playbooks to improve efficiency and reduce manual work.
• Collaborate with service delivery and platform engineering teams on integrations via APIs and modern DevOps tooling.

Collaboration and Communication

• Support analysis, documentation, and solution design for the enterprise service delivery processes and platforms.
• Act as a liaison between IT, management, and end-users.
• Develop clear documentation and standards for implemented solutions to streamline support and enhance service delivery.

Troubleshooting and Support

• Provide support for complex issues.
• Develop strategies for rapid incident and problem resolution.
• Assist in administering cloud-native infrastructure and applications.
   

Skills & Competencies:
•Experience in M365 including Exchange Online, OneDrive/SharePoint Online, Teams, Power Platform and other features within the M365 ecosystem.
•Experience in cloud computing and architecture, specifically Microsoft Azure.
•Experience in Identity & Access Management, SSO and MFA implementations using Entra ID.
•Experience in Cyber Security Controls and best-practices in remote work & cloud computing environments, specifically Microsoft Defender tools.
•Experience delivering client-focused solutions based on customer needs.
•Excellent documentation and communication skills.
•Strong team player.
•Experience developing, implementing & continually improving processes.
•Experience working in Agile environments.
 

Minimum Qualifications:
•Minimum of 2 years of combined professional experience and education in Information Technology, Information Systems, Software Engineering, Cyber Security, or related field.
•Bachelor's degree in computer science, Software Engineering, Management Information Systems, Cyber Security, or related field (4+ years of work experience in software, infrastructure automation or cloud-engineering can substitute for bachelor’s degree).

Preferred Skills/Experience:
•ITSM Administration: Hands-on experience configuring and administering Jira Service Management (JSM) or similar ITSM platforms (ServiceNow, BMC, etc.).
•ITAM & Asset Lifecycle Management: Experience supporting IT asset tracking, lifecycle management, and integrations between ITSM and ITAM tools.
•Automation & Scripting: Ability to automate ITSM workflows and service delivery processes using PowerShell, Python, or similar scripting languages.
•Integration & API Management: Experience with REST APIs or connectors for integrating ITSM, ITAM, and enterprise IT systems.
•ITIL Best Practices: Familiarity with ITIL v4 service management principles and their practical application in an enterprise environment.
•Enterprise Authentication & Access: Experience working with Entra ID (Azure AD), MFA, and SSO as they relate to ITSM/ITAM processes.
•Collaboration & Communication: Ability to work cross-functionally with IT teams, managed service providers, and stakeholders to align service delivery outcomes.
 

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.