Freshservice Administrator

About Pinnacle Group

Pinnacle Group is a leading provider of innovative IT and workforce solutions, helping global enterprises optimize performance through technology, automation, and talent excellence. With a strong commitment to operational efficiency and customer success, Pinnacle empowers its teams to deliver cutting-edge services and measurable results. Our collaborative, growth-driven culture enables employees to expand their technical expertise while contributing to transformative IT initiatives.

Summary

Pinnacle Group is seeking a FreshService Administrator to manage and enhance our Freshservice instance in Chennai. This role will serve as the primary system administrator responsible for optimizing ITSM modules, building automation workflows, integrating enterprise tools, and aligning platform capabilities with organizational needs. The ideal candidate will bring deep technical expertise in Freshservice, a strong understanding of ITIL principles, and a proactive approach to improving service delivery and system efficiency.

• Serve as the primary system administrator for Pinnacle Group’s Freshservice platform, ensuring stability, performance, and continuous improvement.
• Configure, manage, and optimize core ITSM modules, including Incident, Problem, Change, Release, and Asset Management.
• Design and implement automation workflows, approval processes, and service catalog enhancements to streamline IT operations.
• Manage user roles, permissions, and access groups while maintaining compliance with IT security policies.
• Collaborate with IT, HR, and business stakeholders to align Freshservice functionality with evolving organizational needs.
• Develop and maintain dashboards, reports, and analytics to monitor performance metrics and identify areas for optimization.
• Oversee integrations between Freshservice and key business systems such as Microsoft 365, Slack, Jira, and Azure Active Directory.
• Stay current on new Freshservice releases and features, driving adoption of best practices across IT teams.
• Create and deliver documentation, training, and user support to enhance platform utilization and user experience.

Requirements

• Proven experience as a Freshservice Administrator or in a similar ITSM platform role.
• Strong knowledge of ITIL processes and best practices in IT service management.
• Hands-on experience configuring ITSM modules and building workflow automations.
• Familiarity with API integrations and tools such as Microsoft 365, Slack, Jira, or Azure AD.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong communication and stakeholder management abilities.
• Ability to work collaboratively across technical and business teams.
• Willingness to learn and adapt to new technologies, including Azure, within the first year.

Why Join Pinnacle Group?

At Pinnacle Group, you’ll have the opportunity to work on impactful IT transformation projects within a supportive, innovative environment. We encourage creativity, collaboration, and continuous learning—empowering our people to excel and grow. As part of a technology-driven organization, you’ll contribute to optimizing service management processes that support global business success. Join Pinnacle Group to advance your career while shaping the future of IT operations and automation.