Role :: Freshworks/ Freshservice Admin
Location :: Remote
Type :: Fulltime
Job Description
This position is responsible for the administration, configuration, and ongoing support of the Freshservice ITSM platform at HealthEquity, and serves as the senior technical lead for the organization''s migration from ServiceNow to Freshservice. The role plans and executes migration activities, establishes platform configuration and governance standards, builds and maintains third-party integrations, and directs the day-to-day technical work of two offshore contractor team members supporting the platform.
Essential Duties and Primary Responsibilities:
• Leads planning and execution of the migration from ServiceNow to Freshservice, including scoping, data migration, workflow/process mapping, cutover planning, and post-migration stabilization.
• Serves as the primary Freshservice 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 Freshservice 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 Freshservice 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 Freshservice platform updates, releases, and best practices, recommending adoption of new capabilities where they add business value.
Specialized Knowledge, Skills, and Abilities:
• Strong hands-on experience administering Freshservice 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.
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