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.

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.