Remote ITSM Automation Architect (Freshservice)

DriveTime; Oregon; Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Work From Home

Top-tier health coverage

401(k) and life insurance

Growth opportunities

Tuition reimbursement

Wellness program

Competitive compensation

Paid time off

Job summary

DriveTime Family of Brands is seeking an ITSM Platform Administrator to build and mature ITOM, Asset Management, CMDB, Change, and Release Management within Freshservice. You will partner with Infrastructure, DevOps, Security, Service Desk, and IT Operations to design governance and scalable automation that powers technology services.

The role requires 3+ years of ITSM experience, a Bachelor's in IT, and strong skills in CI design, discovery, and reporting.

Qualifications

• 3+ years ITSM platform administration experience (Freshservice, ServiceNow, Jira Service Management, Vivantio or similar).
• Bachelor's degree in Information Technology.
• Proven experience expanding Asset Management and CMDB practices, including CI schema design, discovery, and data governance.
• Experience implementing Change and/or Release Management aligned to ITIL v3/v4.
• Experience gathering requirements from cross-functional IT stakeholders and translating them into configurations.
• Working knowledge of REST APIs and webhooks; integration methodologies.
• Strong reporting, dashboards, KPI creation, and analytical capabilities.
• Excellent written and verbal communication and ability to present to stakeholders.

Responsibilities

• Design and configure ITOM alerting, incident prioritization, escalation workflows, and response processes in Freshservice.
• Build integrations between monitoring tools and Freshservice to automate incident creation and prioritization.
• Align operational priorities with asset criticality and business impact across teams.
• Define and maintain SLA tiers, priority matrices, playbooks, and governance standards.
• Lead Asset Management and CMDB maturity with CI schema and discovery configuration.
• Configure asset discovery solutions and automated lifecycle tracking.
• Establish governance to ensure data accuracy, ownership, and audit readiness.
• Develop Change Management workflows, including approvals, CAB, risk assessments, templates, and notifications.
• Integrate Change Management with CMDB data for visibility of impacted assets.

Skills

Relationship building

Excellent communication

Process-driven

Self-starter

Detail-oriented

Stakeholder influence

Analytical thinking

Technical architecture

Education

Bachelor's degree in Information Technology

Tools

Freshservice

ServiceNow

Jira Service Management

Vivantio

Splunk

Jira

Statuspage

Job description

DriveTime Family of Brands is seeking an ITSM Platform Administrator to build and mature ITOM, Asset Management, CMDB, Change, and Release Management within Freshservice. You will partner with Infrastructure, DevOps, Security, Service Desk, and IT Operations to design governance and scalable automation that powers technology services.

The role requires 3+ years of ITSM experience, a Bachelor's in IT, and strong skills in CI design, discovery, and reporting.