ITSM Administrator

Key Responsibilities

• Administer and maintain the Freshservice platform, including workflows, automations, service catalogs, SLAs, and business rules.
• Configure and support ITIL-based processes including Incident, Request, Change, Problem, Knowledge, and Asset Management.
• Develop and maintain dashboards, reports, and service metrics to support operational and leadership reporting.
• Identify and implement process improvements and automation opportunities to increase efficiency and service quality.
• Manage integrations with enterprise applications and support platform upgrades and enhancements.
• Provide support, training, and guidance to users on Freshservice functionality and ITSM best practices.
• Maintain process documentation, knowledge articles, and standard operating procedures.
• Support governance, compliance, audit, and service management initiatives.

Required Qualifications

• Education: Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field, or equivalent experience.
• Experience: 3+ years of experience in IT Service Management, Service Desk, or IT Operations. 2+ years of hands-on Freshservice administration experience.
• Experience: Experience with workflow configuration, service catalogs, automation, and reporting. Experience supporting ITIL-based service management processes.

Required Skills

• Freshservice administration and configuration.
• Knowledge of ITIL framework and service management best practices.
• Workflow automation and business process optimization.
• Dashboard and report development.
• Microsoft 365 applications.
• Basic understanding of integrations, APIs, and automation platforms.
• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), Okta, or other identity management solutions preferred.