Senior Product, Systems Specialist

About the Company 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, from GAP coverage to vehicle theft and GPS tracking to dealership fleet management. Our expertise is proven with over 1 million service contracts, products and warranties, and over $300 million in claims. Role Overview Senior Product, Systems Specialist. Own complex operational and system issues from intake through permanent resolution, lead incident response, partner cross‑functionally, and drive process and system improvements that increase team throughput and reliability. Responsibilities 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 Qualifications 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 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 Benefits Hybrid work approach; on‑site expectation of a minimum of three days a week Medical, dental, and vision coverage; DriveTime covers a sizable amount of insurance premiums 401(k) plan, company‑paid life insurance, short‑ and long‑term disability coverage Tuition reimbursement and professional development opportunities Wellness program with self‑guided coaching, incentives, and discounts on medical premiums Competitive pay and performance‑based rewards In‑house gym and flexible dress code (smart‑casual) Paid time off, wellness days, holidays Legal Statements 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. #J-18808-Ljbffr DriveTime