ITSM Automation Engineer

DriveTime • Tempe, AZ

7d • Remote

About The Position

DriveTime Family of Brands is seeking an ITSM Automation Engineer to build and mature its ITSM practice in Freshservice. The role serves as a platform expert across IT Operations Management (ITOM), Asset Management, CMDB, Change Management, and Release Management. The engineer will work with Infrastructure, DevOps, Security, Service Desk, and IT Operations teams to create the processes, workflows, governance, and automation that support technology service delivery.

The position includes configuring Freshservice modules and integrations, establishing scalable asset and configuration data practices, and implementing operational processes and reporting. The role also coordinates platform maintenance and optimization, documents configurations and procedures, and provides on-call support for critical ITSM platform issues and escalations. This position is remote from a home office in an approved city and state, with a quiet, conducive workspace and reliable, secure internet required.

Requirements

• At least 3 years of hands-on ITSM platform administration experience with Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar platforms.
• Bachelor’s degree in Information Technology.
• 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 with ITIL v3 or ITIL v4.
• 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, including documenting processes and presenting to stakeholders.
• Ability to work effectively across IT teams and stakeholder groups, translate technical requirements into platform solutions, and influence adoption.
• Comfort working in a greenfield environment and building processes and standards from scratch.
• Attention to governance, documentation, and data quality.

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

• Design and configure ITOM alerting, incident prioritization rules, escalation workflows, and response processes in 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.
• Develop and mature Asset Management and CMDB capabilities in Freshservice.
• Define CI classes, asset types, attribute structures, and relationship maps that represent the technology environment.
• 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 show impacted assets and configuration items.
• Create metrics, dashboards, and reports to measure process adoption, compliance, and operational effectiveness.
• Build Release Management processes for planning, scheduling, communication, tracking, and post-release reviews.
• 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, and ongoing optimization.
• Create and maintain runbooks, documentation, process maps, and configuration records.
• Participate in on-call support for critical ITSM platform issues and escalations.

Benefits

• Medical, dental, and vision insurance, with the company covering a sizable portion of 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, including wellness days, holidays, and personal time for full-time roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level