IT Systems Operations Engineer - Remote

Summary

DriveTime Family of Brands is a privately owned used car sales finance and servicing company focused on technology and innovation. The IT Systems Operations Engineer will build and administer an ITSM practice in Freshservice, covering ITOM, Asset Management, CMDB, Change Management, and Release Management. The role partners with infrastructure, DevOps, security, service desk, and IT operations teams to design workflows, integrations, governance, automation, and operational reporting.

Responsibilities

• Designing and configuring ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice
• Building integrations between monitoring and observability tools and Freshservice to automate incident creation and prioritization
• Partnering with Infrastructure, DevOps, Security, and Service Desk teams to align operational priorities with asset criticality and business impact
• Defining and maintaining SLA tiers, priority matrices, playbooks, and operational governance standards
• Leading the development and ongoing maturity of Asset Management and CMDB capabilities within Freshservice
• Defining CI classes, asset types, attribute structures, and relationship maps that accurately reflect the technology environment
• Configuring and maintaining asset discovery solutions and automated asset lifecycle tracking
• Establishing governance processes to ensure data accuracy, ownership, compliance, and audit readiness
• Designing and implementing Change Management workflows, including approvals, CAB processes, risk assessments, templates, and notifications
• Integrating Change Management with CMDB data to provide visibility into impacted assets and configuration items
• Creating metrics, dashboards, and reporting solutions to measure process adoption, compliance, and operational effectiveness
• Building Release Management processes that support planning, scheduling, communication, tracking, and post-release review activities
• Integrating release pipelines with change records and CMDB data to provide end-to-end deployment traceability
• Developing release calendars, stakeholder communications, approval checkpoints, and deployment governance standards
• Configuring workflow schemes, fields, permissions, notifications, and platform administration settings across Freshservice modules
• Building and maintaining integrations using REST APIs, webhooks, middleware, SSO, LDAP, and related technologies
• Coordinating platform upgrades, maintenance activities, and ongoing platform optimization efforts
• Creating and maintaining runbooks, documentation, process maps, and configuration records
• Participating in on-call support for critical ITSM platform issues and escalations

Skills

• * 3-5 years of hands-on ITSM platform administration experience, with significant experience in at least two platforms such as Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar solutions
• * Bachelor's degree in Information Technology, or a related field or equivalent work experience
• * Proven experience building or significantly expanding Asset Management and CMDB practices, including CI schema design, discovery configuration, and data governance
• * Experience implementing Change Management and/or Release Management processes aligned to ITIL v3 or ITIL v4 frameworks
• * Experience gathering requirements from cross-functional IT stakeholders and translating them into platform configurations and business solutions
• * Working knowledge of REST APIs, webhooks, and integration methodologies
• * Strong reporting, dashboard development, KPI creation, and analytical capabilities
• * Excellent written and verbal communication skills with experience documenting processes and presenting to stakeholders
• * Freshservice platform experience, including Freshservice ITSM, ITOM, or ITAM certifications
• * ITIL Foundation certification (v3 or v4)
• * Experience with infrastructure and network discovery tools, including Freshservice Discovery Agent, Nmap, or similar technologies
• * Familiarity with ServiceNow, Jira Service Management, Vivantio, Splunk, Jira, or Statuspage
• * Basic SQL and/or JQL experience for reporting and analysis
• * Understanding of SSO, SAML, LDAP, SSL, and authentication best practices
• * Experience supporting platform migrations, greenfield implementations, or large-scale ITSM transformations

Qualifications

Must Haves

• * 3-5 years of hands-on ITSM platform administration experience, with significant experience in at least two platforms such as Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar solutions
• * Bachelor's degree in Information Technology, or a related field or equivalent work experience
• * Proven experience building or significantly expanding Asset Management and CMDB practices, including CI schema design, discovery configuration, and data governance
• * Experience implementing Change Management and/or Release Management processes aligned to ITIL v3 or ITIL v4 frameworks
• * Experience gathering requirements from cross-functional IT stakeholders and translating them into platform configurations and business solutions
• * Working knowledge of REST APIs, webhooks, and integration methodologies
• * Strong reporting, dashboard development, KPI creation, and analytical capabilities
• * Excellent written and verbal communication skills with experience documenting processes and presenting to stakeholders

Nice to Haves

• * Freshservice platform experience, including Freshservice ITSM, ITOM, or ITAM certifications
• * ITIL Foundation certification (v3 or v4)
• * Experience with infrastructure and network discovery tools, including Freshservice Discovery Agent, Nmap, or similar technologies
• * Familiarity with ServiceNow, Jira Service Management, Vivantio, Splunk, Jira, or Statuspage
• * Basic SQL and/or JQL experience for reporting and analysis
• * Understanding of SSO, SAML, LDAP, SSL, and authentication best practices
• * Experience supporting platform migrations, greenfield implementations, or large-scale ITSM transformations

Benefits

• Work from home in an approved city and state, with a conducive and quiet workspace and reliable and secure internet
• Medical, dental, and vision insurance; DriveTime Family of Brands covers a sizable amount of insurance premiums
• 401(K)
• Company paid life insurance policy
• Short- and long-term disability coverage
• Professional growth opportunities
• Tuition reimbursement
• Wellness program including self-guided coaching and journeys, cash incentives, and discounts on medical premiums
• Paid time off for all full-time roles, including wellness days, holidays, and personal time
• Vacation time for part-time employees; the more you work, the more you earn