Note: The job is a remote job and is open to candidates in USA. VMC Soft Technologies, Inc is seeking a Senior Systems Administrator to lead the migration from ServiceNow to Freshservice and administer the Freshservice IT service management platform. The role is responsible for platform configuration, integrations, project planning, contractor coordination, workflow automation, troubleshooting, governance, and stakeholder communication.
Responsibilities
- Leads planning and execution of the migration from ServiceNow to Fresh service, including scoping, data migration, workflow/process mapping, cutover planning, and post-migration stabilization
- Serves as the primary Fresh service 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 Fresh service 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 Fresh service 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 Fresh service platform updates, releases, and best practices, recommending adoption of new capabilities where they add business value
- Other duties as assigned
Skills
- Bachelor's degree in a business or technology related major and 5-7 years of experience; or equivalent combination of education and experience
- Progressively responsible technical experience administering enterprise IT service management platforms, with direct hands-on experience configuring and supporting Fresh service or a comparable ITSM tool (e.g., ServiceNow, Jira Service Management). Experience should include project planning and execution of platform migrations or large-scale system implementations, as well as building and maintaining integrations with third-party systems
- Strong hands-on experience administering Fresh service or a comparable ITSM platform, including workflow automation, service catalog, asset management, and reporting configuration
- Demonstrated experience planning and executing platform migrations, including data migration, cutover planning, and post-migration support
- 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) to automate administrative tasks and accelerate delivery
- Strong project planning skills, with the ability to build and manage a migration plan, track risks and dependencies, and report status to stakeholders
- Ability to direct and coordinate the work of offshore contractor team members without direct HR authority, including task assignment, quality review, and delivery accountability
- Excellent written and verbal communication skills, with the ability to translate business requirements into platform configuration
- A demonstrated ability to resolve complex process/systems issues through identification and analysis of problems from root cause to resolution
- Strong customer service orientation with the ability to collaborate effectively with business partners and IT end users
- Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation
- Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation
- Must be able to spend prolonged periods of each workday on the phone
- The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required
- Must be able to lift and move material weighing up to 20 lbs
- May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines
- Experience directing the work of offshore or contractor resources is preferred
- Freshservice / Freshworks administrator certification preferred
- ITIL certification preferred
Benefits
- Remote work arrangement
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