ITSM Automation Engineer - Freshservice ITOM & CMDB

DriveTime; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Work From Home

Medical, dental, vision insurance

401(K)

Growth opportunities

Tuition reimbursement

Wellness program

Gratitude is Green

Paid time off

Job summary

DriveTime Family of Brands seeks an IT Systems Operations Engineer to build and mature an ITSM practice within Freshservice, covering ITOM, Asset Management, CMDB, Change, and Release Management. You’ll partner with Infrastructure, DevOps, Security, Service Desk, and IT Operations to design scalable workflows and governance, driving data quality and operational excellence.

You will establish asset discovery, CI schemas, and governance, integrate monitoring tools, and develop dashboards to

Qualifications

• 3+ years of hands-on ITSM platform administration experience in tools such as Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar.
• Bachelor’s degree in Information Technology.
• Proven experience building or 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.

Responsibilities

• Design and configure ITOM alerting, incident prioritization rules, escalation workflows, and response processes in Freshservice.
• Build integrations between monitoring tools and Freshservice to automate incident creation and prioritization.
• Lead Asset Management/CMDB capabilities, define CI classes, asset types, and relationship maps.
• Define SLA tiers, priority matrices, playbooks, and governance standards.
• Create metrics, dashboards, and reporting to measure process adoption and effectiveness.
• Develop Release Management processes including calendars, communications, approvals, and governance.

Skills

ITSM administration

Stakeholder collaboration

Process design

Data governance

Requirements gathering

Education

Bachelor’s degree in Information Technology

Tools

Freshservice

ServiceNow

Jira Service Management

Vivantio

Job description

DriveTime Family of Brands seeks an IT Systems Operations Engineer to build and mature an ITSM practice within Freshservice, covering ITOM, Asset Management, CMDB, Change, and Release Management. You’ll partner with Infrastructure, DevOps, Security, Service Desk, and IT Operations to design scalable workflows and governance, driving data quality and operational excellence.

You will establish asset discovery, CI schemas, and governance, integrate monitoring tools, and develop dashboards to