Job Title: Freshworks Senior admin
Location: Draper, Utah (Remote)
Job Description:
Design and support integrations between the Freshservice ITSM platform and third-party systems (e.g., SailPoint, ADP, Monday.com).
Serve as the primary Freshservice platform administrator, configuring ITSM, asset management, workflow automation, service catalog, SLAs, reporting, user and role administration, and ongoing platform maintenance.
Lead the migration from ServiceNow to Freshservice, including scoping, data migration, workflow/process mapping, cut-over planning, and post-migration stabilization.
Direct the daily technical work of two offshore contractor team members, assigning tasks, reviewing quality, and ensuring on-time delivery of platform configuration and support activities.
Design, build, and maintain reliable, secure integrations between Freshservice and enterprise toolsets, ensuring consistent data flow.
Develop and maintain project plans, migration runbooks, and status reports to keep IT leadership and stakeholders informed of progress and risks.
Establish and document platform configuration standards, governance processes, and change-control procedures to maintain a stable, well-governed environment.
Partner with process owners across IT and the business to translate service-management requirements into Freshservice configuration and automated workflows.
Apply AI-enabled tools and automation to streamline administration, accelerate migration tasks, and improve operational efficiency.
Troubleshoot platform and integration issues, perform root-cause analysis, and implement corrective and preventive actions.
Stay current on Freshservice platform updates, releases, and best practices, recommending new capabilities that add business value.
Essential Skills:
Freshservice ITSM platform administration and support.
Freshservice/Freshworks administrator certification preferred.
Proven experience migrating from ServiceNow to Freshservice.
Experience:
8 10 years of experience in ITSM platform administration, migration, and integration work.