ITSM Administrator
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 4h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 78d ago
The date the source published, not the day we noticed it (2026-07-17). Last seen at its source 2h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United States
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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bamboohr employer's own board first seen 4h ago · last seen 2h ago
The listing
The ITSM Administrator is responsible for the administration, configuration, and ongoing optimization of the organization's IT Service Management (ITSM) platform, primarily Freshservice. This role supports Application Managed Service Delivery by managing ITIL-based processes, developing workflows and automations, maintaining reporting and dashboards, and driving continuous service improvement initiatives.
Key Responsibilities
- Administer and maintain the Freshservice platform, including workflows, automations, service catalogs, SLAs, and business rules.
- Configure and support ITIL-based processes including Incident, Request, Change, Problem, Knowledge, and Asset Management.
- Develop and maintain dashboards, reports, and service metrics to support operational and leadership reporting.
- Identify and implement process improvements and automation opportunities to increase efficiency and service quality.
- Manage integrations with enterprise applications and support platform upgrades and enhancements.
- Provide support, training, and guidance to users on Freshservice functionality and ITSM best practices.
- Maintain process documentation, knowledge articles, and standard operating procedures.
- Support governance, compliance, audit, and service management initiatives.
Required Qualifications
Education
- Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field, or equivalent experience.
Experience
- 3+ years of experience in IT Service Management, Service Desk, or IT Operations.
- 3+ years of experience in Application Management or SAP management
- 2+ years of hands-on Freshservice administration experience.
- Experience with workflow configuration, service catalogs, automation, and reporting.
- Experience supporting ITIL-based service management processes.
Required Skills
- Freshservice administration and configuration.
- Knowledge of ITIL framework and service management best practices.
- Workflow automation and business process optimization.
- Dashboard and report development.
- Microsoft 365 applications.
- Basic understanding of integrations, APIs, and automation platforms.
- Knowledge of Active Directory, Microsoft Entra ID (Azure AD), Okta, or other identity management solutions preferred.
Certifications
Preferred certifications include ITIL Foundation and Freshservice Administrator certifications.