Freshservice IT Tools Developer / Administrator
Stellent IT LLC
Freshservice IT Tools Developer / Administrator
NYC, New York
Position Summary
We are seeking a Freshservice IT Tools Developer / Administrator to administer, configure, enhance, and support the Freshservice IT Service Management (ITSM) platform. The role will be responsible for translating business and IT service-management requirements into scalable workflows, automations, integrations, reporting, and self-service capabilities.
The ideal candidate combines strong Freshservice administration and development skills with practical knowledge of ITIL/ITSM processes, APIs, integrations, automation, and enterprise support operations.
Required Qualifications
3 5+ years of experience administering or developing ITSM/service-management platforms.
6+ years of hands-on Freshservice experience preferred.
Strong experience configuring ITSM workflows, service catalogs, SLAs, approvals, and automation.
Experience with Freshservice Workflow Automator.
Experience working with REST APIs, webhooks, JSON, and authentication mechanisms such as OAuth.
Scripting experience with PowerShell, Python, JavaScript, or similar technologies.
Working knowledge of ITIL processes, particularly Incident, Problem, Change, Request, Asset, and Configuration Management.
Experience with Microsoft technologies such as Microsoft 365, Entra ID, Azure, and Teams is desirable.
Strong troubleshooting and analytical skills.
Ability to translate business requirements into technical configurations and automated workflows.
Strong documentation and communication skills.
Preferred Qualifications
Freshservice/Freshworks certifications.
ITIL Foundation certification.
Experience implementing or migrating Freshservice in an enterprise environment.
Experience with CMDB architecture and IT asset management.
Experience migrating from platforms such as ServiceNow, Jira Service Management, BMC, or ManageEngine.
Experience with identity management, SSO, SCIM, and automated user provisioning.
Familiarity with DevOps practices, source control, testing, and structured release management.
Experience using AI and automation capabilities within IT service-management environments.
Key Technical Skills
Primary: Freshservice Administration | Freshservice Workflow Automator | ITSM | ITIL | Service Catalog | Incident Management | Change Management | Problem Management | Asset Management | CMDB
Development / Integration: REST API | Webhooks | JSON | OAuth | PowerShell | Python | JavaScript
Microsoft Ecosystem: Azure | Microsoft Entra ID | Microsoft 365 | Teams | Power Automate
Operational: SLA Management | Reporting & Dashboards | Automation | Integration Troubleshooting | Documentation | Release Management
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