ITSM Automation Engineer (Freshservice)

Location: Remote from a home office in an approved city and state; role location listed as Tempe, Arizona, United States.

Company

hirify.global Family of Brands is a privately owned used-car sales, financing, servicing, and vehicle-protection company operating across hirify.global, Bridgecrest, and SilverRock.

What you will do

• Build the ITSM practice in Freshservice across ITOM, Asset Management, CMDB, Change Management, and Release Management.
• Design ITOM alerting, incident prioritization, escalation workflows, response processes, SLAs, priority matrices, playbooks, and governance standards.
• Develop Asset Management and CMDB capabilities, including CI classes, asset types, attribute structures, relationship maps, discovery, lifecycle tracking, data ownership, compliance, and audit readiness.
• Implement Change and Release Management workflows covering approvals, CAB processes, risk assessments, release calendars, communications, deployment governance, and post-release reviews.
• Build integrations using monitoring and observability tools, REST APIs, webhooks, middleware, SSO, LDAP, and related technologies; configure platform workflows, permissions, fields, notifications, and administration settings.
• Create dashboards, metrics, reports, runbooks, process maps, and configuration records; coordinate upgrades and optimization and participate in on-call support for critical ITSM platform issues.

Requirements

• 3+ years of hands-on ITSM platform administration experience with Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar platforms.
• Bachelor’s degree in Information Technology.
• 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.
• 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, including process documentation and stakeholder presentations.
• Ability to collaborate across Infrastructure, DevOps, Security, Service Desk, and IT Operations; influence without authority; work in a greenfield environment; and maintain governance, documentation, and data quality.

Nice to have

• Freshservice experience, including Freshservice ITSM, ITOM, or ITAM certifications.
• ITIL Foundation certification, v3 or v4.
• Experience with infrastructure and network discovery tools such as 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.

Culture & Benefits

• Work from home from an approved city and state with a quiet, conducive workspace and reliable, secure internet.
• Medical, dental, and vision insurance, with the company covering a substantial portion of premiums.
• 401(k), company-paid life insurance, and short- and long-term disability coverage.
• Professional growth opportunities, tuition reimbursement, and a wellness program with coaching, incentives, and medical-premium discounts.
• Paid time off for full-time roles, including wellness days and holidays.
• Hiring is contingent on successful background and drug screening; the workplace is drug-free, tobacco-free, and an Equal Opportunity Employer.