Freshworks ITSM Administrator

job summary:

The Freshworks ITSM Administrator is responsible for the configuration, maintenance, and optimization of the Freshservice platform. You will translate business requirements into technical workflows, manage the CMDB (Asset Management), and leverage AI-driven insights to improve service levels across the organization.

location: Tampa, Florida

job type: Contract

salary: $25 - 35 per hour

work hours: 9am to 5pm

education: Bachelors



responsibilities:

• Build and maintain complex automation rules (Workflows) to route tickets, trigger alerts, and automate repetitive tasks.
• Develop and maintain a user-friendly Service Catalog with custom forms and automated fulfillment processes.
• Manage user roles, permissions, and requester groups; ensure secure SSO integration (Okta, Azure AD, etc.).
• Configure and monitor "Orchestration Center" integrations with tools like Slack, Microsoft Teams, Jira, and Zoom.

qualifications:

Requirements:

Tool Expertise: 2+ years of hands-on experience administering Freshservice (Freshdesk experience is a plus).

ITIL v4 Knowledge: Deep understanding of ITIL frameworks (Incident, Problem, Change, Asset, and Release management).

Automation: Experience with APIs (REST), JSON, and Liquid markup for advanced email/placeholder customization.

Reporting: Ability to build advanced dashboards and scheduled reports using Freshservice Analytics.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.