Senior Product, Systems Specialist

DriveTime • Tempe, AZ

10d • Hybrid

About The Position

In this role, you will own complex operational and system issues from intake through permanent resolution while serving as a subject matter expert across a multi-platform ecosystem. This role goes beyond ticket execution—you will lead incident response, partner cross‑functionally and with vendors, and drive process and system improvements that increase team throughput and reliability.

Requirements

• 3+ years of experience in operations, product support, systems support, or similar roles
• Bachelor’s degree in Business, IT, or a related field (or equivalent practical experience)
• Demonstrated ownership of complex tickets, incidents, or operational workflows
• Experience working across multiple business systems and tools
• Hands‑on experience with ticketing systems such as Jira, Zendesk, or ServiceNow
• Strong understanding of troubleshooting concepts, web applications, and data flow
• Proven ability to manage multiple projects and competing deadlines

Nice To Haves

• Experience working directly with vendors on system or product escalations
• SQL or data query experience

Responsibilities

• Owning high‑impact, complex support issues end‑to‑end, from intake through full and permanent resolution
• Acting as an escalation point for complex, ambiguous, or high‑risk tickets
• Driving root‑cause analysis and implementing preventative fixes rather than short‑term workarounds
• Managing multiple concurrent priorities in a fast‑paced, high‑volume environment
• Serve as first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms
• Investigating issues across multiple business systems to identify root causes and cross‑system dependencies
• Configuring and optimizing platforms to resolve problems and improve workflows
• Supporting system releases, configuration changes, and feature rollouts
• Leading triage and resolution of critical operational incidents
• Partnering directly with vendors during escalations and driving issues to closure
• Communicating status, risks, and timelines clearly to stakeholders across the business
• Identifying workflow gaps and proposing or implementing scalable process improvements
• Increasing team throughput, efficiency, and documentation quality
• Building and maintaining knowledge base content and repeatable solutions
• Contributing to operational best practices and support standards
• Influencing cross‑functional stakeholders and setting clear expectations

Benefits

• Medical, dental, and vision insurance
• 401(K)
• Company paid life insurance policy
• Short and long-term disability coverage
• Tuition Reimbursement
• Wellness Program
• Competitive pay
• In-House Gym
• Paid time off (wellness days, holidays, personal time)
• Vacation time for part-timers

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree