Senior ITSM Application Administrator – Freshservice

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $5.4k - $9.5k / month

⏰ Full Time

🟠 Senior

🖥️ Administration

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Ferguson

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

🏭 Manufacturing

📦 Logistics

Construction • Manufacturing • Logistics

Ferguson is a leading supplier of plumbing and HVAC products for residential and commercial markets. The company offers a wide range of products including water heaters, plumbing parts, and HVAC systems, as well as various tools and cleaning supplies. Ferguson provides solutions for professionals in the plumbing and HVAC industries, ensuring they have access to the resources and expertise they need for both new construction and remodeling projects.

📋 Description

• Serve as the technical lead and domain expert for Freshservice and Device42, including ITSM, CMDB/Configuration Management, Event Management, Service Mapping, and custom application development • Own Freshservice and Device42 platform architecture, standards, protocols, governance, scalability, performance, and sustainability • Identify system deficiencies, recommend solutions, and drive platform optimization initiatives • Design, configure, and customize Freshservice and Device42 applications, workflows, forms, business rules, UI policies, UI actions, and scripted solutions • Design and develop server-side and client-side customizations for automation and operational efficiency • Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions • Build and maintain integrations with third-party applications, CMDB data sources, Active Directory, and monitoring tools • Collaborate across Freshservice, Device42, Jira, and Confluence environments • Create and maintain Freshservice Service Portal pages, widgets, and user interface enhancements • Develop custom reports, dashboards, and Performance Analytics for KPIs, platform health, and service performance • Manage code and configuration promotion across development, test, and production environments using DevOps and source control best practices • Provide second-level platform support, incident resolution, root cause analysis, and permanent fixes • Plan and execute platform upgrades, patching, and hotfixes, including testing, validation, and stakeholder communication • Ensure platform integrity, accuracy, usability, data quality, and governance • Create and maintain technical specifications, process flows, and user guides • Develop a capabilities roadmap and champion adoption of new platform features and vendor offerings • Apply Generative AI, predictive analytics, and virtual agents to improve user experience and operational outcomes • Perform other ITSM tasks deemed vital by management

🎯 Requirements

• 5–10+ years of progressive experience implementing, administering, engineering, and developing enterprise-scale ITSM platforms in complex environments • 3–5+ years in a lead, senior, or principal technical role with responsibility for platform architecture, integration strategy, technical governance, and cross-team leadership • Demonstrated ability to own and architect ITSM platforms end-to-end, including configuration, workflow automation, integrations, data model design, and performance optimization • Experience defining and carrying out enterprise integration strategies using REST/SOAP APIs, integration frameworks, ETL tools, and automation platforms • Experience with agentless/agent-based discovery methods, dependency mapping, and maintaining an accurate CMDB • Understanding of SNMP, WMI, and SSH network protocols used to scan and classify infrastructure • Proficiency with scripting or development languages used for ITSM automation • Deep understanding of ITIL, service management governance, CMDB/asset data structures, and platform sustainability • Hands-on experience leading platform upgrade cycles, release governance, environment strategy, testing and validation, and lifecycle management • Demonstrated leadership ability, including mentoring technical team members and establishing standards and guidelines • Strong systems-thinking capability and experience contributing to platform selection discussions • Good communication skills for translating technical concepts, collaborating with architects and product leaders, and guiding engineering teams • Experience applying AI, automation, analytics, or predictive capabilities within ITSM platforms • Ability to lead sophisticated technical initiatives independently, manage competing priorities, and deliver outcomes in large, fast-paced enterprise environments • Preferred: experience administering and integrating Atlassian products, including Jira and Confluence • Preferred: Bachelor’s degree in information systems, Computer Science, or equivalent professional experience • High ethical standards, adaptability, and willingness to support evolving business needs • Flexibility to work additional hours as required and travel occasionally

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Paid time off • Life insurance • 401(k) with a company match • Mental health coverage • Gender affirming benefits • Family building benefits • Paid parental leave • Associate discounts • Community involvement opportunities • Bonus or Incentive Plan eligibility