JOB DESCRIPTION: Lead planning and execution of the migration from ServiceNow to Freshservice, including scoping, data migration, workflow/process mapping, cutover planning, and post-migration stabilization. Serve as the primary Freshservice platform administrator, including configuration of modules such as ITSM, asset management, workflow automation, service catalog, SLAs, and reporting.
Lead planning and execution of the migration from ServiceNow to Freshservice, including scoping, data migration, workflow/process mapping, cutover planning, and post-migration stabilization.
Serve as the primary Freshservice platform administrator, including configuration of modules such as ITSM, asset management, workflow automation, service catalog, SLAs, and reporting.
Direct 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.
Design, build, and maintain integrations between Freshservice and third-party systems, ensuring reliable and secure data flow across the enterprise toolset.
Develop and maintain project plans, migration runbooks, and status reporting to keep IT leadership and stakeholders informed of migration progress and risks.
Establish and document platform configuration standards, governance processes, and change control procedures to ensure a stable, well-governed Freshservice environment.
Partner with process owners across IT and the business to translate service management requirements into Freshservice configuration and automated workflows.
Apply AI-enabled tools and automation to streamline platform administration, accelerate migration tasks, and improve the efficiency of recurring operational work.
Troubleshoot platform and integration issues, performing root cause analysis and implementing corrective and preventive measures.
Stay current on Freshservice platform updates, releases, and best practices, recommending adoption of new capabilities where they add business value.
Essential Skills:
Freshservice ITSM platform administration and 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, including scripting/automation assistants and low-code AI workflow builders.
8–10 years of relevant experience
Company Benefits & Culture • Opportunity to work with a dynamic team in a fast-paced environment • Exposure to cutting-edge technologies and methodologies • Supportive and collaborative work culture
Appreciate your quick response and please feel free to reach me out for any query you may have.