Overview:
Job Title: Freshworks Senior admin
Experience -9+ Years
Location: - Remote
ROLE_DESCRIPTION
Experience designing and supporting integrations between ITSM platforms and third-party systems; experience integrating with SailPoint, ADP, and/or Monday.com is a plus.
Comfort using AI-enabled tools (e.g., scripting/automation assistants, low-code AI workflow builders)
ESSENTIAL_SKILLS
"Freshservice ITSM platform Administration and support
Freshservice/Freshworks administrator certification preferred
Migration from ServiceNow to Freshservice."
Skills:
Incident Management
ServiceNow IT Service Management
ServiceNow ITAM (IT Asset Management)
SailPoint
AI Agents
Data Migration
ServiceNow
Service Desk Management
Role Descriptions:
Leads planning and execution of the migration from ServiceNow to Freshservice| including scoping| data migration| workflow/process mapping| cutover planning| and post-migration stabilization.
Serves as the primary Freshservice platform administrator| including configuration of modules (ITSM| asset management| workflow automation| service catalog| SLAs| and reporting)| user and role administration| and ongoing platform maintenance.
Directs the daily technical work of two offshore contractor team members| assigning tasks| reviewing quality| and ensuring on-time delivery of platform configuration and support work.
Designs| builds| and maintains integrations between Freshservice and third-party systems| ensuring reliable| secure data flow across the enterprise toolset.
Develops and maintains project plans| migration runbooks| and status reporting to keep IT leadership and stakeholders informed of migration progress and risks.
Establishes and documents platform configuration standards| governance processes| and change control procedures to ensure a stable| well-governed Freshservice environment.
Partners with process owners across IT and the business to translate service management requirements into Freshservice configuration and automated workflows.
Applies AI-enabled tools and automation to streamline platform administration| accelerate migration tasks| and improve the efficiency of recurring operational work.
Troubleshoots platform and integration issues| performing root cause analysis and implementing corrective and preventive measures.
Stays current on Freshservice platform updates| releases| and best practices| recommending adoption of new capabilities where they add business value.
Skills:
freshservice ITSM,Freshservice,freshworks,freshwork
