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IT Service Management Administrator

Dyersburg, Tennessee

100% Remote

Contract

$40/hr - $40/hr

Job Summary:

The IT Service Management Administrator is responsible for the day-to-day administration, configuration, and optimization of the Freshservice platform to support efficient IT service management processes. This role ensures seamless platform operations, manages system updates, and assists in implementing ITIL-aligned workflows and automation to meet organizational needs. The Administrator collaborates with IT teams and end-users to ensure the platform delivers value and supports business goals.

Key Responsibilities:

+ Configure and maintain the Freshservice platform, including user accounts, roles, permissions, workflows, and automation rules.

+ Develop and update the service catalog to reflect current IT offerings and user needs.

+ Manage the lifecycle of incidents, requests, and problems within the Freshservice system, ensuring timely resolution and proper escalation.

+ Oversee IT asset and inventory management using the Freshservice platform, ensuring data accuracy and compliance.

+ Integrate Freshservice with third-party applications (e.g., Jira, Entra or Office 365) to enhance functionality and streamline processes.

+ Generate reports and dashboards to monitor platform performance and track key metrics such as response and resolution times.

+ Provide end-user training and support to ensure effective use of the platform across teams.

+ Collaborate with IT and business stakeholders to gather requirements and implement solutions aligned with ITIL best practices.

+ Stay current on Freshservice updates and ITSM trends to recommend improvements and enhancements.

Minimum Qualifications:

+ Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

+ Experience:

+ 2-4 years of experience in IT service management or IT platform administration.

+ 1-2 years of hands-on experience with Freshservice.

+ Skills:

+ Knowledge of ITIL framework and associated ITSM processes.

+ Proficiency in configuring and managing Freshservice features, including workflows, automation, and integrations.

+ Strong analytical and problem-solving skills.

+ Basic understanding of scripting languages for automation.

+ Excellent communication and training skills.

+ Detail-oriented with a commitment to documentation and processes **Preferred Qualifications:**

+ Certification in ITIL Foundation or higher.

+ Experience with API integrations and advanced workflow automations in Freshservice.

+ Knowledge of IT asset and inventory management processes.

+ Experience in a collaborative IT environment supporting cross-functional teams. **Physical Demands/Work Environment:**

+ Ability to work on a computer for extended periods.

+ Ability to thrive under pressure and manage multiple priorities effectively.

You will receive the following benefits:

+ Medical Insurance - Four medical plans to choose from for you and your family

+ Dental & Orthodontia Benefits

+ Vision Benefits

+ Health Savings Account (HSA)

+ Health and Dependent Care Flexible Spending Accounts

+ Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

+ Hospital Indemnity Insurance

+ 401(k) including match with pre and post-tax options

+ Paid Sick Time Leave

+ Legal and Identity Protection Plans

+ Pre-tax Commuter Benefit

+ 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.

**Posted by:** Sidney Nguyen

Specialization:

+ Incident Response