IT Systems Operations Engineer (Remote)
Skills
About the role
This is a full-time remote IT systems operations role for an engineer based in an approved United States city and state. You'll establish and mature an ITSM practice in Freshservice, covering IT operations, assets, configuration management, change, and release processes. The role works across infrastructure, DevOps, security, service desk, and IT operations teams.
What you’ll do
- Configure Freshservice alerting, prioritization, escalation, and incident-response workflows.
- Integrate monitoring and observability platforms to automate incident creation and prioritization.
- Define service levels, priority models, playbooks, and operating governance.
- Develop asset management and CMDB practices, including configuration-item structures and relationship mapping.
- Implement change and release management workflows with approvals, risk review, and deployment traceability.
- Create dashboards and reporting for adoption, compliance, and operational effectiveness.
- Configure platform permissions, notifications, fields, and workflow schemes.
- Build integrations using APIs, webhooks, middleware, SSO, and LDAP.
- Maintain runbooks, process documentation, and configuration records.
- Participate in on-call support for critical platform issues.
What they’re looking for
- Have three to five years of hands-on ITSM platform administration experience.
- Bring substantial experience with at least two ITSM platforms such as Freshservice, Jira Service Management, or Vivantio.
- Have built or materially expanded asset management and CMDB capabilities.
- Know change or release management aligned with ITIL v3 or v4.
- Understand REST APIs, webhooks, integrations, reporting, dashboards, and KPIs.
- Translate cross-functional requirements into platform configurations.
- Communicate effectively with technical teams and stakeholders.
Nice to have
- Hold Freshservice or ITIL certifications.
- Know infrastructure or network discovery tools such as Freshservice Discovery Agent or Nmap.
- Have SQL or JQL reporting experience.
- Understand SSO, SAML, LDAP, SSL, and authentication practices.
- Have supported migrations, greenfield implementations, or ITSM transformations.
What’s on offer
- Full-time remote work from an approved US city and state.
- Medical, dental, and vision coverage.
- 401(k), life insurance, and short- and long-term disability coverage.
- Paid time off, wellness support, tuition reimbursement, and professional growth opportunities.
Questions about this role
Is this IT Systems Operations Engineer role remote?
Yes. It is remote, but the employee must work from an approved city and state in the United States.
How much ITSM experience is required?
The role asks for three to five years of hands-on ITSM platform administration experience.
Is a bachelor's degree required?
No. The posting accepts a bachelor's degree in IT or a related field, or equivalent work experience.
Which ITSM platforms are relevant?
The employer names Freshservice, Jira Service Management, Vivantio, and similar platforms.
Does the role include on-call work?
Yes. Participation in on-call support for critical ITSM platform issues is required.
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