ITSM Automation Engineer - Remote

What’s Under the Hood DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership. The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle. That’s Nice, But What’s the Job? That's Nice But What's The Job? 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.

So What Kind of Folks Are We Looking for?

• 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.

The Specifics

• 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 Have

• 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.

#LI-SL2 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. DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)! Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer. And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment! Apply tot his job Apply To this Job