ROLE_DESCRIPTION
Experience designing and supporting integrations between ITSM platforms and third-party systems experience integrating with SailPoint, ADP, andor Monday.com is a plus.
Comfort using AI-enabled tools (e.g., scriptingautomation assistants, low-code AI workflow builders)
ESSENTIAL_SKILLS
Freshservice ITSM platform Administration and support
FreshserviceFreshworks administrator certification preferred
Migration from ServiceNow to Freshservice.
REQUIRED_SKILLS
Leads planning and execution of the migration from ServiceNow to Freshservice including scoping data migration workflowprocess 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.
Essential Skills: 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 organizations 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.
Skills: Incident ManagementDigital : ServiceNow_IT Service ManagementServiceNow_ITAM (IT Asset Management)SailpointAI AgentsData MigrationServiceNowService Desk Management
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