Remote ITSM Automation & Asset Lead

DriveTime Sales and Finance Company, LLC; Tempe (AZ); A distancia; USD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work From Home

Healthcare coverage

401(k)

Life insurance

Disability coverage

Tuition reimbursement

Wellness program

Paid time off

Descripción de la vacante

DriveTime Family of Brands is seeking an IT Systems Operations Engineer to build an ITSM practice inside Freshservice. You will design ITOM, Asset Management, CMDB, Change, and Release workflows, partnering with Infrastructure, DevOps, Security, and Service Desk to deliver scalable, governed processes across the IT organization.

You will lead governance, integrations, and reporting, establishing runbooks and dashboards to measure adoption and operational effectiveness while supporting on-call

Formación

• 3+ years hands-on ITSM platform administration experience.
• Experience with Freshservice, ServiceNow, Jira Service Management or similar.
• Bachelor’s degree in Information Technology or related field.
• Experience gathering requirements and translating to platform configurations.
• Strong reporting, dashboards, KPI development and data-driven decision making.

Responsabilidades

• Designing and configuring ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice.
• Building integrations between monitoring tools and Freshservice to automate incident creation and prioritization.
• Partnering with Infrastructure, DevOps, Security, and Service Desk teams to align priorities with asset criticality.
• Defining and maintaining SLA tiers, priority matrices, playbooks, and governance standards.
• Leading the development and maturity of Asset Management and CMDB capabilities within Freshservice.
• Defining CI classes, asset types, attribute structures, and relationship maps reflecting the tech environment.
• Configuring and maintaining asset discovery solutions and automated asset lifecycle tracking.
• Establishing governance to ensure data accuracy, ownership, compliance, and audit readiness.
• Designing Change Management workflows, approvals, CAB processes, risk assessments, and notifications.
• Integrating Change Management with CMDB to provide visibility into assets and CIs.
• Creating metrics, dashboards, and reporting to measure adoption, compliance, and effectiveness.
• Building Release Management processes for planning, scheduling, communication, and post-release review.
• Coordinating platform upgrades, maintenance, and ongoing optimization.
• Documenting runbooks, process maps, and configuration records.

Conocimientos

ITSM administration

Freshservice experience

ServiceNow/Jira Service Management

REST APIs / integration

Data analytics / KPIs

Stakeholder collaboration

Educación

Bachelor's degree in Information Technology

Herramientas

Freshservice ITSM

Freshservice ITOM

Freshservice ITAM

Nmap

SQL

Jira / ServiceNow

Descripción del empleo

DriveTime Family of Brands is seeking an IT Systems Operations Engineer to build an ITSM practice inside Freshservice. You will design ITOM, Asset Management, CMDB, Change, and Release workflows, partnering with Infrastructure, DevOps, Security, and Service Desk to deliver scalable, governed processes across the IT organization.

You will lead governance, integrations, and reporting, establishing runbooks and dashboards to measure adoption and operational effectiveness while supporting on-call