IT Systems Operations Engineer

🔥 13 hours ago

🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⛑ DevOps & Site Reliability Engineer (SRE)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DriveTime

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🚘 Automotive

📦 Logistics

📣 Marketing

Automotive • Logistics • Marketing

DriveTime is a prominent automotive retail company focused on revolutionizing the car-buying journey. The company prides itself on providing a transparent pricing approach, eliminating haggling and offering an unparalleled customer service experience. DriveTime operates reconditioning centers to breathe new life into pre-owned vehicles, with comprehensive training and state-of-the-art equipment. The company's operations are streamlined for optimal productivity and customer support, with a dynamic team involved in loan servicing and corporate functions. DriveTime is committed to creating a positive impact by fostering a supportive work environment that values integrity, collaboration, and diverse backgrounds.

📋 Description

• Design and configure ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice • Build integrations between monitoring and observability tools and Freshservice to automate incident creation and prioritization • Partner with Infrastructure, DevOps, Security, and Service Desk teams to align operational priorities with asset criticality and business impact • Define and maintain SLA tiers, priority matrices, playbooks, and operational governance standards • Lead the development and ongoing maturity of Asset Management and CMDB capabilities within Freshservice • Define CI classes, asset types, attribute structures, and relationship maps • Configure and maintain asset discovery solutions and automated asset lifecycle tracking • Establish governance processes for data accuracy, ownership, compliance, and audit readiness • Design and implement Change Management workflows, including approvals, CAB processes, risk assessments, templates, and notifications • Integrate Change Management with CMDB data to provide visibility into impacted assets and configuration items • Create metrics, dashboards, and reporting solutions to measure process adoption, compliance, and operational effectiveness • Build Release Management processes for planning, scheduling, communication, tracking, and post-release reviews • Integrate release pipelines with change records and CMDB data for end-to-end deployment traceability • Develop release calendars, stakeholder communications, approval checkpoints, and deployment governance standards • Configure workflow schemes, fields, permissions, notifications, and platform administration settings across Freshservice modules • Build and maintain integrations using REST APIs, webhooks, middleware, SSO, LDAP, and related technologies • Coordinate platform upgrades, maintenance activities, and ongoing platform optimization • Create and maintain runbooks, documentation, process maps, and configuration records • Participate in on-call support for critical ITSM platform issues and escalations

🎯 Requirements

• 3-5 years of hands-on ITSM platform administration experience • 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 (nice to have) • ITIL Foundation certification (v3 or v4) (nice to have) • Experience with infrastructure and network discovery tools, including Freshservice Discovery Agent, Nmap, or similar technologies (nice to have) • Familiarity with ServiceNow, Jira Service Management, Vivantio, Splunk, Jira, or Statuspage (nice to have) • Basic SQL and/or JQL experience for reporting and analysis (nice to have) • Understanding of SSO, SAML, LDAP, SSL, and authentication best practices (nice to have) • Experience supporting platform migrations, greenfield implementations, or large-scale ITSM transformations (nice to have) • Successful completion of background and drug screening • Must work from an approved city and state • Must have a conducive and quiet home workspace with reliable and secure internet

🏖️ Benefits

• Work From Home from an approved city & state with a conducive, quiet workspace and reliable, secure internet • Medical, dental, and vision insurance, with the employer covering a sizable amount of insurance premiums • 401(k) • Company-paid life insurance • Short- and long-term disability coverage • Professional growth opportunities • Tuition reimbursement • Wellness program with self-guided coaching and journeys, cash incentives, and discounts on medical premiums • Competitive pay • Paid time off for full-time roles, including wellness days, holidays, and personal time • Vacation time for part-time employees, accrued based on hours worked