Senior Product, Systems Specialist

In long, as the Senior Product, Systems Specialist, you will be responsible for:

• Owning high-impact, complex support issues end-to-end, from intake through full and permanent resolution
• Acting as an escalation point for complex, ambiguous, or high-risk tickets
• Driving root-cause analysis and implementing preventative fixes rather than short-term workarounds
• Managing multiple concurrent priorities in a fast-paced, high-volume environment
• Serve as first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms
• Investigating issues across multiple business systems to identify root causes and cross-system dependencies
• Configuring and optimizing platforms to resolve problems and improve workflows
• Supporting system releases, configuration changes, and feature rollouts
• Leading triage and resolution of critical operational incidents
• Partnering directly with vendors during escalations and driving issues to closure
• Communicating status, risks, and timelines clearly to stakeholders across the business
• Identifying workflow gaps and proposing or implementing scalable process improvements
• Increasing team throughput, efficiency, and documentation quality
• Building and maintaining knowledge base content and repeatable solutions
• Contributing to operational best practices and support standards
• Influencing cross-functional stakeholders and setting clear expectations

• People who demonstrate strong ownership and can operate independently without waiting for direction
• Curious problem-solvers who are comfortable navigating ambiguity and complex systems
• Professionals who can influence stakeholders and drive work across teams and vendors
• Clear communicators who set expectations well and translate complex issues for varied audiences
• Process-minded operators who look for ways to improve how work gets done
• Natural mentors who enjoy supporting teammates and raising the bar for the team
• Calm, resilient individuals who perform well during incidents and high-pressure situations

The Specifics

• 3+ years of experience in operations, product support, systems support, or similar roles
• Bachelor’s degree in Business, IT, or a related field (or equivalent practical experience)
• Demonstrated ownership of complex tickets, incidents, or operational workflows
• Experience working across multiple business systems and tools
• Hands-on experience with ticketing systems such as Jira, Zendesk, or ServiceNow
• Strong understanding of troubleshooting concepts, web applications, and data flow
• Proven ability to manage multiple projects and competing deadlines

Nice to Have

• Experience working directly with vendors on system or product escalations
• SQL or data query experience

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 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, well… money 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. 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!

DriveTime Family of Brands includes SilverRock, which provides quality warranty and ancillary products, and a customer-friendly claims process. SilverRock offers a variety of ancillary products and administrative services encompassing everything from GAP coverage to vehicle theft and GPS tracking to dealership fleet management. Our ancillary product expertise is proven with over 1 million service contracts, products, and warranties, and over $300 million in claims.