Freshservice Administrator

Job Summary:

The Freshservice Administrator will support and optimize Rapid7’s Freshservice and Freshdesk environments in partnership with the primary Freshworks Admin. This role ensures platform security, reliability, and performance while driving automation, orchestration, and service improvements across IT and business functions.

Objectives:

• Maintain and enhance the security and integrity of the Freshservice and Freshdesk platforms.

• Manage user access, roles, and permissions aligned with internal controls.

• Support the testing, rollout, and documentation of new Freshworks features and integrations.

• Contribute to the development of best practices and administration standards.

Key Responsibilities:

• Administration: Manage and configure all Freshservice modules (Incident, Change, Problem, Asset, Alert) and support Freshdesk automations, ticket routing, and SLAs.

• Access Control: Create, update, and deactivate user accounts; assign roles and permissions; enforce access and data governance policies.

• System Integrity: Monitor platform health, troubleshoot performance issues, and proactively address risks and incidents.

• Automation & Orchestration: Design and maintain workflows, orchestration rules, business and supervisor rules, and JSON-based configurations for integrations and process automation.

• Support System Enhancements: Participate in testing, validation, and rollout of new Freshservice functionalities and integrations. Contribute to designing, documenting, and implementing system changes and process updates. Collaborate cross-functionally to ensure smooth transitions and minimal business disruption during upgrades or process changes.

• Data & Reporting: Ensure data quality; build reports and dashboards in Freshservice Analytics and Tableau; perform trend and root-cause analysis to identify service improvements.

• Collaborate effectively with cross-functional teams, demonstrating strong communication and teamwork to ensure alignment and successful project delivery.

Skills & Experience:

• 3+ years administering Freshservice, Freshdesk, or similar Freshworks ITSM environments.

• Strong understanding of ITIL, Asset Management, and Service Delivery principles.

• Hands-on experience with workflow automation, JSON configurations, and orchestration integrations.

• Familiarity with Azure AD / Entra ID and Role-Based Access Control (RBAC).

• Excellent organizational, analytical, and communication skills.

• Experience in a Help Desk or IT Support environment, with strong customer service and collaboration skills, is a plus

Understanding of additional technology stack used a plus:

• Jamf

• Automox

• WorkspaceOne or Intune

• GSuite

• Slack

• Zoom/Zoom Rooms