IT Service Management (ITSM) Platform Developer/Administrator

Essential Functions And Primary Duties

• Own the design, configuration, and continuous improvement of the Freshservice platform
• Design and implement end-to-end service catalog solutions, including forms, workflows, approvals, routing, and automated fulfillment
• Develop and maintain integrations using APIs, webhooks, and middleware to extend platform capabilities
• Evaluate, test, and implement new platform features, modules, and enhancements
• Establish platform standards, including workflow design, naming conventions, and data governance practices
• Build automation solutions to reduce manual effort and improve service delivery efficiency
• Document configurations, workflows, and integrations to support knowledge transfer and long-term sustainability
• Design and deploy Device42 integration for automated asset discovery and infrastructure visibility
• Design and implement ITAM capabilities within Freshservice, including hardware and software asset tracking, lifecycle workflows, and procurement integration
• Build and administer asset lifecycle workflows: procurement, assignment, maintenance, and disposition
• Develop asset reporting, reconciliation processes, and automated discovery synchronization
• Design and implement ITOM capabilities, including discovery, event management, and orchestration
• Integrate monitoring and alerting tools to enable centralized event management, alert correlation, and noise reduction
• Develop automation runbooks and workflows to streamline operational tasks and incident response
• Build service health dashboards and operational views for critical business services
• Define event classification and routing logic to improve response times and operational efficiency
• Configure Management Database
• Define and implement the CMDB data model, including CI classes, attributes, and relationship mapping
• Build and maintain configuration records for critical infrastructure, applications, and services
• Establish data quality controls, validation rules, and governance practices to ensure CMDB accuracy
• Develop service mapping capabilities to support impact analysis for Change and Major Incident Management
• Partner with technical teams to align CMDB structure with real-world service architecture

Preferred Qualifications

• 8+ years of experience administering or developing on ITSM platforms (e.g., Freshservice, ServiceNow, Jira Service Management)
• Proven experience building or maturing ITSM platforms in a growing or evolving environment
• Hands-on experience implementing ITAM capabilities, including asset discovery, lifecycle management, and inventory control
• Experience implementing ITOM capabilities (discovery, event management, orchestration)
• Experience designing and building CMDBs, including CI modeling, service mapping, and data governance
• Strong integration experience using REST APIs, webhooks, OAuth, and middleware tools
• Proficiency in scripting languages such as JavaScript, Python, or PowerShell
• Familiarity with AI-enabled ITSM capabilities (e.g., virtual agents, auto-classification, recommendations)
• ITIL v4 Foundation certification or strong working knowledge of ITIL practices
• Strong documentation and communication skills, with the ability to translate technical concepts into business value

About Us

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast. CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers. Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.