Job Description

IT Service Management Administrator Dyersburg, Tennessee **100% Remote** Contract $40/hr - $40/hr **Job Summary:** The IT Service Management Administrator is responsible for the day-to-day administration, configuration, and optimization of the Freshservice platform to support efficient IT service management processes. This role ensures seamless platform operations, manages system updates, and assists in implementing ITIL-aligned workflows and automation to meet organizational needs. The Administrator collaborates with IT teams and end-users to ensure the platform delivers value and supports business goals. **Key Responsibilities:** + Configure and maintain the Freshservice platform, including user accounts, roles, permissions, workflows, and automation rules. + Develop and update the service catalog to reflect current IT offerings and user needs. + Manage the lifecycle of incidents, requests, and problems within the Freshservice system, ensuring timely resolution and proper escalation. + Oversee IT asset and inventory management using the Freshservice platform, ensuring data accuracy and compliance. + Integrate Freshservice with third-party applications (e.g., Jira, Entra or Office 365) to enhance functionality and streamline processes. + Generate reports and dashboards to monitor platform performance and track key metrics such as response and resolution times. + Provide end-user training and support to ensure effective use of the platform across teams. + Collaborate with IT and business stakeholders to gather requirements and implement solutions aligned with ITIL best practices. + Stay current on Freshservice updates and ITSM trends to recommend improvements and enhancements. **Minimum Qualifications:** + Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience. + Experience: + 2-4 years of experience in IT service management or IT platform administration. + 1-2 years of hands-on experience with Freshservice. + Skills: + Knowledge of ITIL framework and associated ITSM processes. + Proficiency in configuring and managing Freshservice features, including workflows, automation, and integrations. + Strong analytical and problem-solving skills. + Basic understanding of scripting languages for automation. + Excellent communication and training skills. + Detail-oriented with a commitment to documentation and processes **Preferred Qualifications:** + Certification in ITIL Foundation or higher. + Experience with API integrations and advanced workflow automations in Freshservice. + Knowledge of IT asset and inventory management processes. + Experience in a collaborative IT environment supporting cross-functional teams. **Physical Demands/Work Environment:** + Ability to work on a computer for extended periods. + Ability to thrive under pressure and manage multiple priorities effectively. **You will receive the following benefits:** + Medical Insurance - Four medical plans to choose from for you and your family + Dental & Orthodontia Benefits + Vision Benefits + Health Savings Account (HSA) + Health and Dependent Care Flexible Spending Accounts + Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance + Hospital Indemnity Insurance + 401(k) including match with pre and post-tax options + Paid Sick Time Leave + Legal and Identity Protection Plans + Pre-tax Commuter Benefit + 529 College Saver Plan Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP's Employment Accommodation policy. Applicants need to make their needs known in advance. **Posted by:** Sidney Nguyen **Specialization:** + Incident Response

Job Tags

Full time, Contract work, Temporary work, Work at office, Remote work, Flexible hours,

Similar Jobs