Senior ITSM Application Administrator – Freshservice

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

📋 Description

• Act as the technical leader and subject matter expert for Freshservice and Device42, encompassing ITSM, CMDB/Configuration Management, Event Management, Service Mapping, and custom application development.

• Take ownership of the architecture, standards, protocols, governance, scalability, performance, and sustainability of the Freshservice and Device42 platforms.

• Evaluate system shortcomings, propose solutions, and spearhead initiatives for platform optimization.

• Design, configure, and tailor Freshservice and Device42 applications, workflows, forms, business rules, UI policies, UI actions, and scripted solutions.

• Create and develop both server-side and client-side customizations to enhance automation and operational efficiency.

• Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions.

• Build and manage integrations with third-party applications, CMDB data sources, Active Directory, and monitoring tools.

• Collaborate across Freshservice, Device42, Jira, and Confluence environments.

• Develop and maintain Freshservice Service Portal pages, widgets, and improvements to the user interface.

• Create custom reports, dashboards, and Performance Analytics to monitor KPIs, platform health, and service performance.

• Oversee code and configuration promotion across development, testing, and production environments by utilizing DevOps and source control best practices.

• Provide second-level platform support, resolve incidents, conduct root cause analysis, and implement permanent fixes.

• Plan and execute platform upgrades, patching, and hotfixes, ensuring thorough testing, validation, and communication with stakeholders.

• Guarantee platform integrity, accuracy, usability, data quality, and governance.

• Create and update technical specifications, process flows, and user guides.

• Develop a capabilities roadmap and advocate for the adoption of new platform features and vendor offerings.

• Leverage Generative AI, predictive analytics, and virtual agents to enhance user experience and operational results.

• Undertake additional ITSM tasks as deemed necessary by management.

⛳️ Requirements

• 5–10+ years of progressive experience in implementing, administering, engineering, and developing large-scale ITSM platforms within complex environments.

• 3–5+ years in a lead, senior, or principal technical role responsible for platform architecture, integration strategy, technical governance, and cross-team leadership.

• Proven ability to independently own and architect ITSM platforms from end to end, including configuration, workflow automation, integrations, data model design, and performance optimization.

• Experience in defining and executing enterprise integration strategies using REST/SOAP APIs, integration frameworks, ETL tools, and automation platforms.

• Familiarity with agentless/agent-based discovery methods, dependency mapping, and maintaining an accurate CMDB.

• Knowledge of SNMP, WMI, and SSH network protocols used for scanning and classifying infrastructure.

• Proficient in scripting or development languages utilized for ITSM automation.

• Strong understanding of ITIL, service management governance, CMDB/asset data structures, and platform sustainability.

• Hands-on experience leading platform upgrade cycles, release governance, environment strategy, testing, validation, and lifecycle management.

• Demonstrated leadership skills, including mentoring technical team members and establishing standards and guidelines.

• Strong systems-thinking capabilities and experience contributing to platform selection discussions.

• Excellent communication skills for translating technical concepts, collaborating with architects and product leaders, and guiding engineering teams.

• Experience in applying AI, automation, analytics, or predictive capabilities within ITSM platforms.

• Ability to independently lead complex technical initiatives, manage competing priorities, and deliver results in large, fast-paced enterprise environments.

• Preferred: experience in administering and integrating Atlassian products, including Jira and Confluence.

• Preferred: Bachelor’s degree in information systems, Computer Science, or equivalent professional experience.

• High ethical standards, adaptability, and a willingness to support evolving business needs.

• Flexibility to work additional hours as needed and travel occasionally.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Life insurance

• 401(k) with a company match

• Mental health coverage

• Gender affirming benefits

• Family building benefits

• Paid parental leave

• Associate discounts

• Community involvement opportunities

• Bonus or Incentive Plan eligibility