ITSM Administrator

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and maintain the Freshservice platform, which includes managing workflows, automations, service catalogs, SLAs, and business rules.

• Configure and support processes based on ITIL, including Incident, Request, Change, Problem, Knowledge, and Asset Management.

• Create and sustain dashboards, reports, and service metrics to assist with operational and leadership reporting.

• Identify and execute process enhancements and automation opportunities aimed at boosting efficiency and service quality.

• Manage integrations with enterprise applications and facilitate platform upgrades and enhancements.

• Offer support, training, and guidance to users regarding Freshservice functionalities and ITSM best practices.

• Maintain documentation for processes, knowledge articles, and standard operating procedures.

• Assist with governance, compliance, audit, and service management initiatives.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related discipline, or equivalent experience.

• A minimum of 3 years of experience in IT Service Management, Service Desk, or IT Operations.

• At least 2 years of hands-on experience in Freshservice administration.

• Proficiency in workflow configuration, service catalogs, automation, and reporting.

• Experience in supporting ITIL-based service management processes.

• Knowledge of Freshservice administration and configuration.

• Familiarity with the ITIL framework and service management best practices.

• Skills in workflow automation and business process optimization.

• Experience in dashboard and report development.

• Basic understanding of integrations, APIs, and automation platforms.

• Preferred knowledge of Active Directory, Microsoft Entra ID (Azure AD), Okta, or other identity management solutions.

• Preferred certifications include ITIL Foundation and Freshservice Administrator certifications.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements

• Professional development opportunities