How you can make a difference  

HealthEquity is transforming how we deliver IT services, and this role is at the center of that transformation. As a Manager, Applications Engineering, you will lead our IT Service Management platform on Freshservice. You will bring structure, automation, and modern tooling to how our teams request and receive IT support, while directly leading a small offshore team that helps you get there. This is a hands-on opportunity to shape a platform that touches nearly every teammate at HealthEquity, and to do it using the AI-enabled tools and automation that are changing how this work gets done.

What you’ll be doing 

• Serving as the primary Freshservice administrator: configuring ITSM, asset management, workflow automation, service catalog, SLAs, and reporting, and managing users and roles
• Directly supervising two offshore contractor team members: assigning and prioritizing work, setting performance expectations, conducting performance reviews, coaching, and addressing performance issues
• Designing, building, and maintaining integrations between Freshservice and third-party systems, ensuring secure and reliable data flow across our enterprise toolset
• Developing and maintaining project plans, migration runbooks, and status reporting to keep IT leadership and stakeholders informed of progress and risk
• Establishing platform configuration standards, governance, and change control to keep the Freshservice environment stable and well managed
• Partnering with process owners across IT and the business to translate service management needs into Freshservice configuration and automated workflows
• Applying AI-enabled tools and automation to streamline administration, speed up migration work, and improve recurring operational tasks
• Troubleshooting platform and integration issues, performing root cause analysis, and implementing corrective and preventive measures

What you will need to be successful

• Bachelor's degree in a business or technology-related field, or equivalent combination of education and experience
• 5-7 years of progressively responsible experience administering enterprise IT service management platforms, with hands-on experience in Freshservice or a comparable tool 
• Experience building and maintaining integrations between ITSM platforms and third-party systems; experience with SailPoint, ADP, Monday.com is a plus
• Prior experience supervising staff or contractor resources, including offshore teams
• Comfort using AI-enabled tools to automate administrative tasks and accelerate delivery
• Strong project planning skills, with the ability to manage a migration plan, track risks and dependencies, and report status to stakeholders
• Excellent written and verbal communication skills, with the ability to translate business requirements into platform configuration
• Freshservice/Freshworks administrator certification preferred; ITIL certification preferred

#LI-Remote

This is a remote position.

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:  

• Medical, dental, and vision 

• HSA contribution and match 

• Dependent care FSA match 

• Uncapped paid time off 

• Paid parental leave 

• 401(k) match 

• Personal and healthcare financial literacy programs 

• Ongoing education & tuition assistance 

• Gym and fitness reimbursement 

• Wellness program incentives 

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations. 

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.