IT Systems Operations Engineer

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Design and set up ITOM alerting, rules for incident prioritization, escalation workflows, and response procedures within Freshservice.

• Create integrations between monitoring and observability tools and Freshservice to automate the creation and prioritization of incidents.

• Collaborate with Infrastructure, DevOps, Security, and Service Desk teams to ensure operational priorities align with asset criticality and business impact.

• Define and uphold SLA tiers, priority matrices, playbooks, and operational governance standards.

• Lead the enhancement and continuous improvement of Asset Management and CMDB capabilities within Freshservice.

• Specify CI classes, asset types, attribute frameworks, and relationship diagrams.

• Configure and oversee asset discovery solutions and automated tracking of asset lifecycles.

• Establish governance procedures to ensure data accuracy, ownership, compliance, and readiness for audits.

• Design and execute Change Management workflows, including approvals, CAB procedures, risk assessments, templates, and notifications.

• Integrate Change Management with CMDB data to enhance visibility into affected assets and configuration items.

• Develop metrics, dashboards, and reporting tools to assess process adoption, compliance, and operational effectiveness.

• Create Release Management processes for planning, scheduling, communication, tracking, and post-release evaluations.

• Link release pipelines with change records and CMDB data for comprehensive deployment traceability.

• Formulate release calendars, stakeholder communications, approval checkpoints, and deployment governance standards.

• Configure workflow schemes, fields, permissions, notifications, and platform administration settings across Freshservice modules.

• Build and sustain integrations utilizing REST APIs, webhooks, middleware, SSO, LDAP, and related technologies.

• Coordinate platform upgrades, maintenance efforts, and ongoing platform optimization.

• Create and maintain runbooks, documentation, process maps, and configuration records.

• Engage in on-call support for critical ITSM platform issues and escalations.

⛳️ Requirements

• 3-5 years of practical experience in ITSM platform administration.

• Substantial experience with 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 professional experience.

• Demonstrated experience in developing or significantly enhancing Asset Management and CMDB practices, including CI schema design, discovery configuration, and data governance.

• Experience in implementing Change Management and/or Release Management processes in alignment with ITIL v3 or ITIL v4 frameworks.

• Proven ability to gather requirements from cross-functional IT stakeholders and convert them into platform configurations and business solutions.

• Familiarity with REST APIs, webhooks, and integration methodologies.

• Strong skills in reporting, dashboard creation, KPI development, and analytical thinking.

• Excellent written and verbal communication abilities, with a track record of documenting processes and presenting to stakeholders.

• Experience with the Freshservice platform, including certifications in Freshservice ITSM, ITOM, or ITAM (preferred).

• ITIL Foundation certification (v3 or v4) (preferred).

• Experience with infrastructure and network discovery tools, such as Freshservice Discovery Agent, Nmap, or similar technologies (preferred).

• Familiarity with ServiceNow, Jira Service Management, Vivantio, Splunk, Jira, or Statuspage (preferred).

• Basic experience with SQL and/or JQL for reporting and analysis (preferred).

• Understanding of SSO, SAML, LDAP, SSL, and best practices in authentication (preferred).

• Experience with platform migrations, greenfield implementations, or large-scale ITSM transformations (preferred).

• Successful completion of background and drug screenings.

• Must reside in an approved city and state.

• Must have a conducive and quiet home workspace with reliable and secure internet access.

🏝️ Benefits

• Work from home in an approved city & state, with a conducive and quiet workspace and reliable, secure internet.

• Medical, dental, and vision insurance, with the employer covering a significant portion of the insurance premiums.

• 401(k) plan.

• Company-paid life insurance.

• Coverage for short- and long-term disabilities.

• Opportunities for professional development.

• Tuition reimbursement program.

• Wellness program offering self-guided coaching, cash incentives, and discounts on medical premiums.

• Competitive salary.

• Paid time off for full-time employees, which includes wellness days, holidays, and personal time.

• Vacation time for part-time employees, accrued based on hours worked.