Senior Applications Administrator

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

📋 Description

• Act as the main administrator and subject matter authority for the Freshservice platform.

• Configure, optimize, and automate service management workflows across Incident, Request, Change, Asset, and Knowledge Management.

• Oversee platform setup, forms, workflows, automation, service catalogs, business rules, SLAs, and integrations.

• Enhance and maintain the IT Support Portal, Service Catalog, Knowledge Base, and Change Management Portal.

• Optimize and configure Incident, Problem, Change, Request, Asset, and Release Management processes.

• Manage platform updates, testing, documentation, and initiatives for continuous improvement.

• Monitor platform performance, data quality, and user adoption metrics.

• Design and maintain workflow automations for processes related to onboarding, offboarding, transfers, and leave of absence.

• Create and support integrations with Active Directory, Microsoft Entra ID, Microsoft 365, HR systems, and collaboration tools.

• Develop automation solutions utilizing PowerShell, APIs, workflow engines, and integration platforms.

• Configure and sustain automated processes for user provisioning and deprovisioning.

• Oversee role-based access assignments, group memberships, and licensing workflows.

• Provide advice on ITSM best practices and governance.

• Lead platform improvements and facilitate standardized service management processes.

• Support Change Advisory Board processes and create reporting, dashboards, and service performance metrics.

• Collaborate with business and technology teams to gather requirements and implement solutions.

• Offer guidance and training to service desk staff, application owners, and IT support teams.

• Create and maintain technical documentation and knowledge articles related to processes.

• Manage relationships with Freshworks support and third-party vendors.

⛳️ Requirements

• Preferred Bachelor's degree in information systems or a related field.

• 3–5 years of experience in administering applications within an enterprise environment.

• 3+ years of experience managing enterprise service management or workflow platforms.

• 1–3 years of practical experience in Freshservice administration.

• Strong knowledge of ITIL and IT Service Management principles.

• Experience in designing and implementing workflow automations.

• Familiarity with Active Directory and Microsoft Entra ID administration.

• Experience with user account lifecycle management and provisioning processes.

• Proficiency in PowerShell or similar scripting languages.

• Understanding of REST APIs and system integrations.

• Proven ability to troubleshoot complex platform and workflow challenges.

• Must have authorization to work in the U.S.A. for any employer.

• Commitment to World Vision's Christian mission and adherence to organizational spiritual disciplines.

🏝️ Benefits

• Comprehensive benefits package (details available via World Vision U.S. benefits link).