Own the managed services tooling ecosystem, building API, webhook, and email integrations across RMM, monitoring, backup, and ITSM platforms. Configure Jira Service Management, reduce alert noise, troubleshoot tooling failures, establish integration standards, evaluate new tools, and ensure customer-specific rollouts. Produce operational reporting, explain tooling to customers, and maintain auditable documentation within ITIL-aligned change management processes.
This is a remote position.
ITTConnect is seeking an Senior Tooling and Automation Engineer to work remotely for a client in the US.
Job location: Remote, work from home, anywhere in LATAM.
The Senior Tooling and Automation Engineer is a hands-on builder who owns how the Managed Services tooling ecosystem works as one connected system. You will write the integrations, automations, skills, and apps that link our RMM, network monitoring, backup reporting, and service management platforms, using AI-assisted development as your primary way of producing code. You will own Jira Service Management configuration end to end, own the alerting lifecycle so the team acts only on meaningful signals, and serve as the senior escalation point when any piece of tooling fails.
Each core platform has an administrator who runs it day to day; you own the connective layer between them and the standards for how they alert, integrate, and roll out to customers, and you work with each administrator on changes inside their tool. Where the stack has a gap, you lead the build-or-buy decision from business justification through evaluation and rollout. We will ask you to show working code you have built with AI assistance, because that is how this job gets done.
Key Responsibilities:
- Design, build, and maintain integrations between platforms using APIs, webhooks, and email, writing the connecting code, skills, and apps with AI-assisted development tools.
- Own Jira Service Management configuration, including screens, workflows, custom ticket and request types, automations, and queues.
- Identify noise across the alerting cycle, human and system, and tune the stack so only actionable alerts reach the team.
- Serve as the senior escalation point for tooling failures, including broken integrations, misbehaving automation, authored scripts, and alerts firing on false positives.
- Set and enforce the standards for how core tooling integrates and alerts, working with each platform's administrator on changes inside their tool.
- Identify gaps in the tooling stack and lead the build-or-buy decision, including business justification, evaluation, and end-to-end rollout of new tools.
- Ensure every customer's tooling is fully rolled out and tuned to their environment, including custom OS patching and observability alerting policies agreed with the customer.
- Explain our tooling to customers in plain terms: what it does, how it installs, and its impact on their environment.
- Produce service level objective, utilization, and operational reporting for delivery leadership from tooling data.
- Execute all work within an ITIL-aligned change management framework and keep integrations, automations, and configuration documented so the environment is auditable and not dependent on one person.
Requirements
- 12+ years of IT experience and 5+ years of IT environment focused on tooling, automation, or systems integration, in roles where you built and owned the integrations rather than only used the tools.
- MUST BE fluent in English
- Experience as the first or only person responsible for a whole tooling stack, since each of our core platforms already has an administrator and you will set the standard rather than inherit one.
- Demonstrated fluency with AI-assisted coding tools (Claude, Cursor, Replit, or similar) to produce working, maintainable code, with examples you can walk us through.
- Hands-on experience building integrations using REST APIs, webhooks, and structured data (JSON, XML), including common authentication methods.
- Scripting and development capability in a language such as Python, PowerShell, or JavaScript, with working use of Git for source control.
- Experience administering Jira Service Management or a comparable ITSM platform, including workflows, request types, and automations.
- Working knowledge of RMM, network monitoring, and backup tooling, and experience tuning alerting to cut noise.
- Solid understanding of ITIL and change management, with the ability to execute within a structured framework.
- Strong troubleshooting skills across platforms, integrations, and automation, and a clear, customer-facing communication style.Associate's or bachelor's degree in information technology or a related field, or equivalent hands-on experience.
Preferred Qualifications:
- Direct experience with NinjaOne, Auvik, Bocada Cloud, or Jira Service Management.
- Experience leading tool evaluations and vendor selection, including proof-of-concept work and business justification.
- Familiarity with workflow-automation or iPaaS platforms.
Benefits
Similar Jobs
Insurance • Financial Services
Processes and monitors insurance agent appointments, terminations, licensing updates, and demographic changes across internal systems and government portals. Verifies licensing data, maintains accurate agent hierarchies and records, protects sensitive information, communicates with agents and regulatory agencies, responds to inquiries, and escalates workflow or system issues. The role requires detail orientation, urgency, confidentiality, organization, and proficiency with Microsoft Office.
Top Skills:
CelsExcelGovernment PortalsMainframeMS OfficeOnbaseOutlookSoarWord
Insurance • Financial Services
Provides bilingual English-Spanish customer service to insurance policyholders and agents. Responsibilities include answering calls and emails, resolving policy questions and complaints, processing account changes, organizing documents in OnBase, preparing correspondence, monitoring activity for issues or fraud, and completing departmental projects. The role requires accurate communication, confidentiality, problem-solving, multitasking, and knowledge of insurance policies and procedures.
Top Skills:
ExcelMicrosoft WordOnbase
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
Configure and test bonus offers for DraftKings’ loyalty program, verifying eligibility, rewards, messaging, and functionality. Troubleshoot issues, monitor live promotions, collaborate with CRM, Marketing, and Customer Experience teams, and support process improvements through automation, AI tools, and operational updates.
Top Skills:
Ai ToolsSigmaSQLTableau
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
