{"id":3092340,"url":"https://alion.io/job/drivetime-itsm-automation-engineer","title":"ITSM Automation Engineer","company":{"id":2430651,"name":"DriveTime","domain":"drivetime.com","url":"https://alion.io/company/drivetime-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":16,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-24T06:02:35Z"}},"role":"DevOps","role_family":"DevOps","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rio de Janeiro, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":76000,"max_usd":153000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":664},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"LDAP","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Nmap","optional":true},{"name":"Splunk","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-22T15:15:40Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T16:01:11Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"What’s Under the Hood\nDriveTime 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.\nThe 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.\nThat’s Nice, But What’s the Job?\n\nIn 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.\nIn Long, as the IT Systems Operations Engineer, you will be responsible for:\nDesigning and configuring ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice.\nBuilding integrations between monitoring and observability tools and Freshservice to automate incident creation and prioritization.\nPartnering with Infrastructure, DevOps, Security, and Service Desk teams to align operational priorities with asset criticality and business impact.\nDefining and maintaining SLA tiers, priority matrices, playbooks, and operational governance standards.\nLeading the development and ongoing maturity of Asset Management and CMDB capabilities within Freshservice.\nDefining CI classes, asset types, attribute structures, and relationship maps that accurately reflect the technology environment.\nConfiguring and maintaining asset discovery solutions and automated asset lifecycle tracking.\nEstablishing governance processes to ensure data accuracy, ownership, compliance, and audit readiness.\nDesigning and implementing Change Management workflows, including approvals, CAB processes, risk assessments, templates, and notifications.\nIntegrating Change Management with CMDB data to provide visibility into impacted assets and configuration items.\nCreating metrics, dashboards, and reporting solutions to measure process adoption, compliance, and operational effectiveness.\nBuilding Release Management processes that support planning, scheduling, communication, tracking, and post-release review activities.\nDeveloping release calendars, stakeholder communications, approval checkpoints, and deployment governance standards.\nConfiguring workflow schemes, fields, permissions, notifications, and platform administration settings across Freshservice modules.\nBuilding and maintaining integrations using REST APIs, webhooks, middleware, SSO, LDAP, and related technologies.\nCoordinating platform upgrades, maintenance activities, and ongoing platform optimization efforts.\nCreating and maintaining runbooks, documentation, process maps, and configuration records.\nParticipating in on-call support for critical ITSM platform issues and escalations.\nSo What Kind of Folks Are We Looking For?\nStrong relationship builders who can work effectively across multiple IT teams and stakeholder groups.\nExcellent communicators who can translate technical requirements into practical platform solutions.\nProcess-minded problem solvers who enjoy designing scalable systems and improving operational efficiency.\nSelf-starters who thrive in greenfield environments where processes and standards are being built from scratch.\nDetail-oriented professionals who value governance, documentation, and data quality.\nCollaborative partners who can influence without authority and drive adoption across diverse teams.\nAnalytical thinkers who use data, metrics, and KPIs to guide decisions and measure success.\nIndividuals who are equally comfortable discussing technical architecture with engineers and process improvements with business stakeholders.\nThe Specifics.\n3+ years of hands-on ITSM platform administration experience, with experience in platforms such as Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar solutions.\nBachelor’s degree in Information Technology \nProven experience building or significantly expanding Asset Management and CMDB practices, including CI schema design, discovery configuration, and data governance.\nExperience implementing Change Management and/or Release Management processes aligned to ITIL v3 or ITIL v4 frameworks.\nExperience gathering requirements from cross-functional IT stakeholders and translating them into platform configurations and business solutions.\nWorking knowledge of REST APIs, webhooks, and integration methodologies.\nStrong reporting, dashboard development, KPI creation, and analytical capabilities.\nExcellent written and verbal communication skills with experience documenting processes and presenting to stakeholders.\nNice To Have\nFreshservice platform experience, including Freshservice ITSM, ITOM, or ITAM certifications.\nITIL Foundation certification (v3 or v4).\nExperience with infrastructure and network discovery tools, including Freshservice Discovery Agent, Nmap, or similar technologies.\nFamiliarity with ServiceNow, Jira Service Management, Vivantio, Splunk, Jira, or Statuspage.\nBasic SQL and/or JQL experience for reporting and analysis.\nUnderstanding of SSO, SAML, LDAP, SSL, and authentication best practices.\nExperience supporting platform migrations, greenfield implementations, or large-scale ITSM transformations.\nSo What About the Perks? Perks matter\n 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.\nMedical, 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. \n But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.\nGrowth 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.\nTuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.\nWellness 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!\nGratitude is Green. We offer competitive pay across the organization, because, well… money matters!\n 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!\nAnything Else? Absolutely.\nDriveTime 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)!\nHiring 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.\nAnd 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!","description_format":"text","description_chars":8479,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Home office","Life insurance","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Leasing, Auto & Equipment Finance","Car Dealerships"],"lifecycle":[{"event":"open","at":"2026-10-22T15:15:40Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:14","stale_co","velocity","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/drivetime-itsm-automation-engineer","json_url":"https://alion.io/job/drivetime-itsm-automation-engineer.json","meta":{"generated_at":"2026-10-24T08:19:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12069,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2430651},"rest":"https://alion.io/mcp/rest/get_company?id=2430651"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdrivetime-itsm-automation-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdrivetime-itsm-automation-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdrivetime-itsm-automation-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/drivetime-itsm-automation-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdrivetime-itsm-automation-engineer"}]}