Description

•             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

Key Skills

Education

Any Gradute