Freshworks Senior admin

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.