Systems Operations Engineer

2 weeks ago

Mesa, Arizona, United States DriveTime Full time

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?

Role Overview: As the Engineer, IT Systems Operations (ITSO) at DriveTime, your role will include providing subject matter expertise and support for specific technologies within the ITSO portfolio. You will partner with multiple IT groups to provide support, guidance, and updates on requests and projects.

Your daily operational support will involve troubleshooting user issues and completing user requests on the current platform. You will manage the day-to-day ticket queue as needed and analyze request and incident reports to identify trends and be a supporting role on team projects. You will assist with the day-to-day management of the environment to maintain service level up times and availability.

You will coordinate with cross-functional teams and vendors to execute system patches, upgrades, and scheduled maintenance. You will be a technical resource for supporting and troubleshooting vendor products/solutions. Also, you will help identify key performance metrics, dashboard views and performance reporting processes within the ITSM portfolio.

Finally, as an Engineer for ITSO, you will assist leadership with the assessment of a new Service Management solution for our IT Service Desk, helping to identify requirements, assess current gaps, work on implementation alongside our vendor and document our new configurations.

In summary, this role will require technical proficiency, collaboration skills, and excellent problem-solving abilities to support the ITSO portfolio effectively.

Key Responsibilities:

  • Configure and Administer Atlassian tools, JIRA Service Management, Statuspage, as well as current ITSM Service Desk platform, Vivantio
  • Configure Enterprise standard workflow schemes, field configuration schemes, screens schemes, permission, and notification schemes
  • Develop interfaces and integrations between external tooling and ITSM tools
  • Perform upgrades, configuration changes and applying bug fixes for Enterprise agile tools
  • Works closely with the ITSM Program Process Owners to develop appropriate KPIs & Metrics for their tracks to ensure process adoption & adherence
  • Generate documentation on workflows and processes implemented in JIRA to support runbooks
  • Assist in the development and management of a roadmap for organizational excellence in the application of ITSM services, procedures, and tools
  • Provide ongoing user support including troubleshooting and resolution of issues
  • Perform other related duties as assigned

Qualifications:

  • A bachelor's degree or any equivalent combination of education, training and/or work experience.
  • Must Have 3-4 years of JIRA, Vivantio or ITSM platform administration experience.
  • Must Have 2-3 years of experience gathering requirements for business processes and determine ways to optimize/improve our ITSM Platforms
  • Strong understanding of cloud based ITSM platforms, with the ability to build custom apps and custom objects, custom fields, workflows, custom views, reports, and other content of intermediate complexity.
  • Basic SQL and JQL query experience
  • Working knowledge of Developer tools and APIs is a plus
  • Fundamental understanding of key technologies relevant to the ITSM integration solutions, including SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS
  • Strong understanding and experience in ITIL and ITSM Best Practices
  • Strong analytical skills with the ability to interpret data and drive data-driven decision-making.
  • Excellent problem-solving skills and demonstration of critical thinking
  • Excellent project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
  • Exceptional communication and collaboration skills, with the ability to build strong working relationships across departments

Tech Stack Preferences:

  • ITSM Service Desk such Vivantio, Jira Service Management preferred. ServiceNow, BMC, Zendesk, FreshService are nice to have.
  • Workflow management such as Jira Software/Work Management preferred, but not required
  • Incident Management such as Jira Statuspage or Splunk preferred, but not required

#Dice

So What About the Perks? Perks matter

  • 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, wellmoney matters
  • In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout
  • Give Us a Reason (or not), and We'll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other's company outside of day-to-day work.
  • Smart-Casual Dress. Come dressed in jeans (you'll fit right in with the rest of us).
  • Paid Time Off & Paid Holidays. Not just lip service: we work hard, to play hard.

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

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