That’s Nice, But What’s the Job?
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.
So What Kind of Folks Are We Looking For?- Strong relationship builders who can work effectively across multiple IT teams and stakeholder groups.
- Excellent communicators who can translate technical requirements into practical platform solutions.
- Process-minded problem solvers who enjoy designing scalable systems and improving operational efficiency.
- Self-starters who thrive in greenfield environments where processes and standards are being built from scratch.
- Detail-oriented professionals who value governance, documentation, and data quality.
- Collaborative partners who can influence without authority and drive adoption across diverse teams.
- Analytical thinkers who use data, metrics, and KPIs to guide decisions and measure success.
- Individuals who are equally comfortable discussing technical architecture with engineers and process improvements with business stakeholders.
The Specifics.- 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 Have- 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.
So What About the Perks? Perks matter
- Work From Home. Feel free to rock the casual wear while still being camera ready. You will be working from your home office (in an approved city & state) and make sure you have a conducive and quiet workspace with no distractions and reliable and secure internet.
- Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
- But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
- Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
- Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
- Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
- Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!
- Paid Time Off.Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!
Anything Else? Absolutely.
Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!
