IT Service Management (ITSM) Platform Developer/Administrator

#LI-AM1 #LI-Hybrid

We are seeking an ITSM Platform Developer / Administrator to serve as a key technical resource within IT Operations. This role is responsible for designing, configuring, and continuously improving our Freshservice ITSM platform to enable scalable, ITIL-aligned service management.

This role will expand into IT Asset Management (ITAM), IT Operations Management (ITOM), and Configuration Management (CMDB), helping establish foundational capabilities across each area. The ideal candidate combines strong technical expertise in automation, integration, and platform engineering with the ability to support and optimize day-to-day platform operations.

Essential Functions and Primary Duties

IT Service Management: 

• Own the design, configuration, and continuous improvement of the Freshservice platform
• Design and implement end-to-end service catalog solutions, including forms, workflows, approvals, routing, and automated fulfillment
• Develop and maintain integrations using APIs, webhooks, and middleware to extend platform capabilities
• Evaluate, test, and implement new platform features, modules, and enhancements
• Establish platform standards, including workflow design, naming conventions, and data governance practices
• Build automation solutions to reduce manual effort and improve service delivery efficiency
• Document configurations, workflows, and integrations to support knowledge transfer and long-term sustainability

IT Asset Management:

• Design and deploy Device42 integration for automated asset discovery and infrastructure visibility
• Design and implement ITAM capabilities within Freshservice, including hardware and software asset tracking, lifecycle workflows, and procurement integration
• Build and administer asset lifecycle workflows: procurement, assignment, maintenance, and disposition
• Develop asset reporting, reconciliation processes, and automated discovery synchronization

IT Operations Management:

• Design and implement ITOM capabilities, including discovery, event management, and orchestration
• Integrate monitoring and alerting tools to enable centralized event management, alert correlation, and noise reduction
• Develop automation runbooks and workflows to streamline operational tasks and incident response
• Build service health dashboards and operational views for critical business services
• Define event classification and routing logic to improve response times and operational efficienc

Configure Management Database:

• Define and implement the CMDB data model, including CI classes, attributes, and relationship mapping
• Build and maintain configuration records for critical infrastructure, applications, and services
• Establish data quality controls, validation rules, and governance practices to ensure CMDB accuracy
• Develop service mapping capabilities to support impact analysis for Change and Major Incident Management
• Partner with technical teams to align CMDB structure with real-world service architecture

Preferred Qualifications

• 8+ years of experience administering or developing on ITSM platforms (e.g., Freshservice, ServiceNow, Jira Service Management)
• Proven experience building or maturing ITSM platforms in a growing or evolving environment
• Hands-on experience implementing ITAM capabilities, including asset discovery, lifecycle management, and inventory control
• Experience implementing ITOM capabilities (discovery, event management, orchestration)
• Experience designing and building CMDBs, including CI modeling, service mapping, and data governance
• Strong integration experience using REST APIs, webhooks, OAuth, and middleware tools
• Proficiency in scripting languages such as JavaScript, Python, or PowerShell
• Familiarity with AI-enabled ITSM capabilities (e.g., virtual agents, auto-classification, recommendations)
• ITIL v4 Foundation certification or strong working knowledge of ITIL practices
• Strong documentation and communication skills, with the ability to translate technical concepts into business value

Minimum Qualifications

• College Degree or equivalent
• 6 years related experience
• Expert technical knowledge
• Knowledge of industry regulations
• Ability to lead and coordinate the team activities of others
• Ability to formulate, document and recommend new policies and procedures
• Able to work in and lead a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability