IT Service Management Administrator

Job Summary:

The IT Service Management Administrator is responsible for the day-to-day administration, configuration, and optimization of the Freshservice platform to support efficient IT service management processes. This role ensures seamless platform operations, manages system updates, and assists in implementing ITIL-aligned workflows and automation to meet organizational needs. The Administrator collaborates with IT teams and end-users to ensure the platform delivers value and supports business goals.

Key Responsibilities:

• Configure and maintain the Freshservice platform, including user accounts, roles, permissions, workflows, and automation rules.
• Develop and update the service catalog to reflect current IT offerings and user needs.
• Manage the lifecycle of incidents, requests, and problems within the Freshservice system, ensuring timely resolution and proper escalation.
• Oversee IT asset and inventory management using the Freshservice platform, ensuring data accuracy and compliance.
• Integrate Freshservice with third-party applications (e.g., Jira, Entra or Office 365) to enhance functionality and streamline processes.
• Generate reports and dashboards to monitor platform performance and track key metrics such as response and resolution times.
• Provide end-user training and support to ensure effective use of the platform across teams.
• Collaborate with IT and business stakeholders to gather requirements and implement solutions aligned with ITIL best practices.
• Stay current on Freshservice updates and ITSM trends to recommend improvements and enhancements.

Minimum Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Experience:
• 2-4 years of experience in IT service management or IT platform administration.
• 1-2 years of hands-on experience with Freshservice.

Skills:

Knowledge of ITIL framework and associated ITSM processes.

Proficiency in configuring and managing Freshservice features, including workflows, automation, and integrations.

Strong analytical and problem-solving skills.

Basic understanding of scripting languages for automation.

Excellent communication and training skills.

Detail-oriented with a commitment to documentation and processes

Preferred Qualifications:

• Certification in ITIL Foundation or higher.
• Experience with API integrations and advanced workflow automations in Freshservice.
• Knowledge of IT asset and inventory management processes.
• Experience in a collaborative IT environment supporting cross-functional teams.

Physical Demands/Work Environment:

• Ability to work on a computer for extended periods.
• Ability to thrive under pressure and manage multiple priorities effectively.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.