ITSM Administrator

The ITSM Administrator is responsible for the administration, configuration, and ongoing optimization of the organization's IT Service Management (ITSM) platform, primarily Freshservice. This role supports Application Managed Service Delivery by managing ITIL-based processes, developing workflows and automations, maintaining reporting and dashboards, and driving continuous service improvement initiatives.

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.
• 3+ years of experience in Application Management or SAP management
• 2+ years of hands-on Freshservice administration 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.

Certifications

Preferred certifications include ITIL Foundation and Freshservice Administrator certifications.