Role: Freshservice Platform Lead with AI
Location: 100% Remote
Duration: Long Term Contract
ROLE_DESCRIPTION
“• 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 (e.g., scripting/automation assistants, low-code AI workflow builders)”
ESSENTIAL_SKILLS
“• Freshservice ITSM platform Administration and support
• Freshservice/Freshworks administrator certification preferred
• Migration from ServiceNow to Freshservice.”
Role Descriptions:
Leads planning and execution of the migration from ServiceNow to Freshservice| including scoping| data migration| workflow/process mapping| cutover planning| and post-migration stabilization.Serves as the primary Freshservice platform administrator| including configuration of modules (ITSM| asset management| workflow automation| service catalog| SLAs| and reporting)| user and role administration| and ongoing platform maintenance.Directs 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.Designs| builds| and maintains integrations between Freshservice and third-party systems| ensuring reliable| secure data flow across the enterprise toolset.Develops and maintains project plans| migration runbooks| and status reporting to keep IT leadership and stakeholders informed of migration progress and risks.Establishes and documents platform configuration standards| governance processes| and change control procedures to ensure a stable| well-governed Freshservice environment.Partners with process owners across IT and the business to translate service management requirements into Freshservice configuration and automated workflows.Applies AI-enabled tools and automation to streamline platform administration| accelerate migration tasks| and improve the efficiency of recurring operational work.Troubleshoots platform and integration issues
| performing root cause analysis and implementing corrective and preventive measures.Stays current on Freshservice platform updates| releases| and best practices| recommending adoption of new capabilities where they add business value.
Essential Skills: This position is responsible for the administration| configuration| and ongoing support of the Freshservice ITSM platform at HealthEquity| and serves as the senior technical lead for the organizations migration from ServiceNow to Freshservice. The role plans and executes migration activities| establishes platform configuration and governance standards| builds and maintains third-party integrations| and directs the day-to-day technical work of two offshore contractor team members supporting the platform.
Skills: Incident Management~Digital : ServiceNow_IT Service Management~ServiceNow_ITAM (IT Asset Management)~Sailpoint~AI Agents~Data Migration~ServiceNow~Service Desk Management
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Thanks & regards, Sonu Chauhan Sr. Technical Recruiter |
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571-678-0927 |
