IT Systems Operations Engineer - Remote

DriveTime•Tempe, AZ

8d•Remote

About The Position

In short, this is a rare opportunity to build an ITSM practice from the ground up inside Freshservice. As the platform expert for IT Operations Management (ITOM), Asset Management, CMDB, Change Management, and Release Management, you'll partner with teams across Infrastructure, DevOps, Security, Service Desk, and IT Operations to design the processes, workflows, governance, and automation that power how technology services are delivered. If you enjoy creating order from chaos, influencing stakeholders, and building scalable solutions that become the foundation for an organization’s IT operations, this role offers the chance to make a lasting impact. In Long, as the IT Systems Operations Engineer, you will be responsible for: Designing and configuring ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice. Building integrations between monitoring and observability tools and Freshservice to automate incident creation and prioritization. Partnering with Infrastructure, DevOps, Security, and Service Desk teams to align operational priorities with asset criticality and business impact. Defining and maintaining SLA tiers, priority matrices, playbooks, and operational governance standards. Leading the development and ongoing maturity of Asset Management and CMDB capabilities within Freshservice. Defining CI classes, asset types, attribute structures, and relationship maps that accurately reflect the technology environment. Configuring and maintaining asset discovery solutions and automated asset lifecycle tracking. Establishing governance processes to ensure data accuracy, ownership, compliance, and audit readiness. Designing and implementing Change Management workflows, including approvals, CAB processes, risk assessments, templates, and notifications. Integrating Change Management with CMDB data to provide visibility into impacted assets and configuration items. Creating metrics, dashboards, and reporting solutions to measure process adoption, compliance, and operational effectiveness. Building Release Management processes that support planning, scheduling, communication, tracking, and post-release review activities. Integrating release pipelines with change records and CMDB data to provide end-to-end deployment traceability. Developing release calendars, stakeholder communications, approval checkpoints, and deployment governance standards. Configuring workflow schemes, fields, permissions, notifications, and platform administration settings across Freshservice modules. Building and maintaining integrations using REST APIs, webhooks, middleware, SSO, LDAP, and related technologies. Coordinating platform upgrades, maintenance activities, and ongoing platform optimization efforts. Creating and maintaining runbooks, documentation, process maps, and configuration records. Participating in on-call support for critical ITSM platform issues and escalations.

Requirements

3-5 years of hands-on ITSM platform administration experience, with 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.

Nice To Haves

Freshservice platform experience, including Freshservice ITSM, ITOM, or ITAM certifications.
ITIL Foundation certification (v3 or v4).
Experience with infrastructure and network discovery tools, including Freshservice Discovery Agent, Nmap, or similar technologies.
Familiarity with ServiceNow, Jira Service Management, Vivantio, Splunk, Jira, or Statuspage.
Basic SQL and/or JQL experience for reporting and analysis.
Understanding of SSO, SAML, LDAP, SSL, and authentication best practices.
Experience supporting platform migrations, greenfield implementations, or large-scale ITSM transformations.

Responsibilities

Designing and configuring ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice.
Building integrations between monitoring and observability tools and Freshservice to automate incident creation and prioritization.
Partnering with Infrastructure, DevOps, Security, and Service Desk teams to align operational priorities with asset criticality and business impact.
Defining and maintaining SLA tiers, priority matrices, playbooks, and operational governance standards.
Leading the development and ongoing maturity of Asset Management and CMDB capabilities within Freshservice.
Defining CI classes, asset types, attribute structures, and relationship maps that accurately reflect the technology environment.
Configuring and maintaining asset discovery solutions and automated asset lifecycle tracking.
Establishing governance processes to ensure data accuracy, ownership, compliance, and audit readiness.
Designing and implementing Change Management workflows, including approvals, CAB processes, risk assessments, templates, and notifications.
Integrating Change Management with CMDB data to provide visibility into impacted assets and configuration items.
Creating metrics, dashboards, and reporting solutions to measure process adoption, compliance, and operational effectiveness.
Building Release Management processes that support planning, scheduling, communication, tracking, and post-release review activities.
Integrating release pipelines with change records and CMDB data to provide end-to-end deployment traceability.
Developing release calendars, stakeholder communications, approval checkpoints, and deployment governance standards.
Configuring workflow schemes, fields, permissions, notifications, and platform administration settings across Freshservice modules.
Building and maintaining integrations using REST APIs, webhooks, middleware, SSO, LDAP, and related technologies.
Coordinating platform upgrades, maintenance activities, and ongoing platform optimization efforts.
Creating and maintaining runbooks, documentation, process maps, and configuration records.
Participating in on-call support for critical ITSM platform issues and escalations.