ITSM - Fresh Service Platform Administrator

Job Role - ITSM - Fresh Service Platform Administrator

Work Location : Remote/ India

Job Type - Full Time

Job Purpose:

Manage the Freshservice platform including configuring incident management, change management, and asset tracking to streamline service delivery, balancing automation with robust, structured workflows.

Key Responsibilities:

• Platform Administration & Configuration: Customizing forms, fields, views, and workflows within ITSM tools.
• Designing and implementing automation for Incident, Change, Request, and Problem management processes.
• Building and maintaining the Configuration Management Database, including automated discovery and CI relationship mapping.
• Creating dashboards and reports to track SLAs and performance metrics.
• Managing platform patches, upgrades, and user access controls.

Mandatory requirements:

• Experience with ITIL-aligned service management platforms (Freshservice or similar)
• Understanding of Incident, Problem, Change, and Asset Management processes.
• Proven ability to troubleshoot issues and optimize existing processes
• Bachelor’s degree in Computer Science or related field
• Certified System Administrator (e.g., ServiceNow CSA), ITIL Foundation/Intermediate.
• 2+ years of experience in system administration or technical support