M365 Journey Systems Engineer

SummaryKing County Information Technology (KCIT) is seeking a customer service orientated, enthusiastic, self starter with expertise in M365 Teams, Exchange, SharePoint, and the Power Platform. This position will be a resource on the Modern Workplace team. The candidate must have in-depth knowledge of M365 including the ability to troubleshoot and problem solve level 2 issues. The candidate will be responsible for implementing designs created by other systems engineers and architects, creating processes, standards and best practices for the team, and implementing new systems and enhancements. This position will be responsible for ensuring enterprise-level services are available for customers and meet the business needs, including engineering, automation, product lifecycle and development of all in scope related voice, messaging and video services. Responsibilities include Level 2 support, engineering, implementing and administering of these systems. As a Journey Systems Engineer for the County, the candidate will have ownership over technical and operational aspects of Enterprise hardware and software products that support critical business functions. This position will be responsible for the creation of standard operating procedures, processes, documentation, maintaining services, writing scripts to automate processes, participate in planning and implementation of project tasks, plus investigation and resolution to tactical technical issues. The candidate will work with the various support personnel to improve services and design solutions to meet business requirements. The candidate will drive automation and best practices of these systems to improve consistency and customer experience. This position will support the M365 suite of collaboration applications on the Production Operations Modern Workplace Team. King County Department of Information Technology (KCIT) KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation. KCIT is providing the building blocks for many of the region''s most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: Teleworking Requirement The work associated with this position will be performed through a combination of teleworking complemented with onsite work and meetings as needed. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations . King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint. King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department''s hybrid environment. Benefits King County offers a robust benefits package to support you and your family in a variety of ways. To learn more about the benefits offered here, please click on the Benefits tab or click here: . Work Schedule The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is not eligible for overtime pay. This position may participate in After Hours Support Rotation. Questions If you have questions regarding this recruitment, please contact Shannon Hoeper, shoeper [Click Here to Email Your Resumé] or 206-263-6957. Job DutiesEnsuring customers are 100% satisfiedCreates standard operation procedures, training documentation, FAQ documents, knowledge articles and user guidesAn advocate for the customer to ensure they receive high-quality and timely service and supportProvide second tier support for the Office 365 Platform (Power Platform, SharePoint Online, and other Office 365 Apps) Service Requests and IncidentsProvide subject matter expertise with M365 Teams including voice, video, messaging and calendaring featuresTechnical operations of the Office 365 Online environments. Including implementation, maintenance, administration and supportThis includes participating in the development/updating of technical roadmaps and the successful implementation of solutions.Creation of standard operating procedures, training documentation, and consultation to team members to improve customer serviceReviewing current configurations and standards to identify, design, plan, recommend, and implement improvementsWriting scripts for automation, reporting, and standardization of operational processesDay-to-day operational support to ensure high availability and optimal performanceTroubleshoots and resolves complex technical problemsMay be called upon to provide support for service issues or failures at any timeServe as technical lead on project teams and act as a resource for direction, training and guidance for other staffPerform other duties as assignedExperience, Qualifications, Knowledge, SkillsBachelor''s degree in Computer Science, related field, or the combination of education or relevant experience2+ years of experience as a Systems Engineer in a high availability environment.2+ years of experience with M365 Teams including voice, video, messaging and calendaring features.Demonstrated technical expertise, design, configuration & implementation, migration & coexistence expertise for medium to large sized enterprise communications platforms.Experience with Dial Plans, Voice Policies, Unified Messaging, SIP trunks, audio gateways and audio conferencing.SBC-Session Border Controller and Voice Gateway experience (Audiocodes).Expertise in Enterprise Voice configurations, policies, and routing over a complex WAN infrastructure (SBC, SIP, Media Gateways, VoIP, H.323, QoS), video and mobility.Experience with Active DirectoryPerspective and experience with large enterprise infrastructure and technology inter-dependenciesKnowledge of Microsoft Windows Server and Microsoft clustersSupplemental InformationForbes recently named King County as one of Washington State''s best employers.Together, with leadership and our employees, we''re changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation''s best places to live, work and play.Guided by our ''True North'' , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.COVID-19 Vaccination RequirementKing County Executive Branch employees are required to be fully vaccinated against COVID-19. If you are the successful candidate for the position you applied for, the County will send you a conditional offer letter.As a condition of employment, prior to a final offer of employment, you will be required to:submit proof of vaccination, orhave an approved request for medical or religious exemption and an approved accommodation. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.People are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of a vaccination approved by the Center for Disease Control and Prevention (CDC).The Executive Branch includes employees in the Executive branch, the Assessor''s Office, Elections, the King County Sheriff''s Office, and the Executive Office.King County is an Equal Employment Opportunity (EEO) EmployerNo person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.To ApplyIf you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.Application Requirements A completed King County Application and Resume are required for consideration. Applications submitted without all material will not be considered. The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies. Union Status: This position is represented by Protec17: Information Technology (For internal use only: Classification: Systems Engineer Journey - 7313200)

Created: 2025-09-06