ITSM Automation Architect — Freshservice & ITOM Lead

DriveTime; Tempe (AZ); Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Work From Home

Medical, dental, and vision insurance

401(k)

Growth opportunities

Tuition reimbursement

Wellness program

Paid time off

Job summary

DriveTime is seeking an IT Systems Operations Engineer to build and mature an ITSM practice within Freshservice. You will own ITOM, Asset Management, CMDB, Change and Release Management, collaborating with Infrastructure, DevOps, Security, Service Desk, and IT Operations to design workflows and governance that scale.

You will implement integrations, define governance standards, and create dashboards to measure adoption and effectiveness, while helping the organization move toward reliable,

Qualifications

• 3+ years of hands-on ITSM platform administration experience.
• Experience with Freshservice, ServiceNow, Jira Service Management or Vivantio.
• ITIL v3/v4 Change/Release Management experience.
• Ability to gather requirements from cross-functional IT stakeholders.
• REST APIs, webhooks and integration knowledge.
• Strong reporting and KPI development skills.

Responsibilities

• Design and configure ITOM alerting, incident prioritization, escalation workflows.
• Build integrations between monitoring tools and Freshservice to automate incident handling.
• Collaborate with Infra, DevOps, Security, and Service Desk to align priorities.
• Define SLA tiers, playbooks, and governance standards.
• Lead Asset Management and CMDB maturity and CI schema design.
• Configure asset discovery and lifecycle tracking; ensure data accuracy.
• Develop Change Management workflows with approvals and CAB processes.
• Create metrics, dashboards, and reporting for process adoption and compliance.
• Support Release Management planning, scheduling, and post-release review.

Skills

ITSM platform administration

Cross-functional collaboration

Process improvement

Stakeholder management

Documentation

Education

Bachelor’s degree in Information Technology preferred

Tools

Freshservice

ServiceNow

Jira Service Management

Vivantio

Job description

DriveTime is seeking an IT Systems Operations Engineer to build and mature an ITSM practice within Freshservice. You will own ITOM, Asset Management, CMDB, Change and Release Management, collaborating with Infrastructure, DevOps, Security, Service Desk, and IT Operations to design workflows and governance that scale.

You will implement integrations, define governance standards, and create dashboards to measure adoption and effectiveness, while helping the organization move toward reliable,