ITSM Automation Engineer - Remote

DriveTime•Tempe, AZ

6d•Remote

About The Position

In Short, as a Systems Operations Engineer you will build AI-enabled automations, optimize enterprise tooling, and ensure the reliability, performance, and security of our platforms. You’ll own and improve ITSM workflows, enhance observability, integrate and automate enterprise CRM system workflows, and drive operational efficiency through well-designed workflows and code. In Long, Our Systems Operations Engineer is responsible for Collaborate with internal/external teams to integrate process and environment configurations into project workflows, ensuring compliance with requirements and SLAs. Create and maintain comprehensive technical documentation (system configs, runbooks, workflows, customizations). Provide training and enablement to IT and engineering teams on new tools, automations, and best practices. Stay current with emerging technologies (including LLM/AI tooling) and propose pragmatic innovations. Help troubleshoot and resolve infrastructure and application issues to minimize downtime; participate in incident response and on-call processes as needed. Develop and maintain integration between ITSM, CRM and other enterprise applications using REST/SOAP APIs, web services, and connectors. Act as a subject matter expert and escalation point for ITSM tool. Create automation scripts and services to streamline operations and service delivery. Monitor and optimize the performance, reliability, and scalability of automated processes, services, and infrastructure. Collaborate with cybersecurity to apply security best practices, conduct audits, and strengthen the security posture of platforms and automations.

Requirements

Strong analytical and problem-solving skills.
Strong attention to detail and commitment to quality assurance.
Excellent communication and collaboration abilities.
Ability to manage multiple priorities and deliver high-quality results under tight deadlines.
Proactive, customer-focused mindset with a passion for innovation and continuous improvement.
Self-starter with a curious and strategic mindset.
Bachelor's degree in Computer Science, Information Technology or 5+ years of experience in IT systems engineering, IT operations, or ITSM platform administration or development.
Hands-on experience in ITSM platforms such as FreshService (highly preferred), Ivanti, Zendesk, ServiceNow, Jira Service Management.
Hands-on day-to-day experience with AI development tools (Copilot, Cursor, Claude).
Experience with REST/SOAP APIs, web services, and system integrations.
Proficiency in scripting languages such as PowerShell, Python, JavaScript, and Bash.
Familiarity with ITIL framework and ITSM best practices.
Understanding of CI/CD pipelines and DevOps principles.
Proficiency in scripting languages (PowerShell, Python, JavaScript, Bash).
Certifications in ITSM platforms and ITIL Foundation are highly desirable.

Nice To Haves

Design, build, and maintain AI-enabled workflows, prototypes, and tools that remove manual work effort and improve decision-making.
Experience working with public cloud platforms (Azure, AWS, GCP) leveraging containerization and orchestration (Docker, Kubernetes).
Experience with workflow engines, orchestration tools, and RPA platforms (e.g., UiPath, Automation Anywhere) is a plus.
Implement and improve observability (metrics, logs, traces, alerts) using tools such as Datadog, Prometheus, Grafana, Splunk or similar.

Responsibilities

Collaborate with internal/external teams to integrate process and environment configurations into project workflows, ensuring compliance with requirements and SLAs.
Create and maintain comprehensive technical documentation (system configs, runbooks, workflows, customizations).
Provide training and enablement to IT and engineering teams on new tools, automations, and best practices.
Stay current with emerging technologies (including LLM/AI tooling) and propose pragmatic innovations.
Help troubleshoot and resolve infrastructure and application issues to minimize downtime; participate in incident response and on-call processes as needed.
Develop and maintain integration between ITSM, CRM and other enterprise applications using REST/SOAP APIs, web services, and connectors.
Act as a subject matter expert and escalation point for ITSM tool.
Create automation scripts and services to streamline operations and service delivery.
Monitor and optimize the performance, reliability, and scalability of automated processes, services, and infrastructure.
Collaborate with cybersecurity to apply security best practices, conduct audits, and strengthen the security posture of platforms and automations.