Application Support Analyst - Freshworks ITSM

US Anesthesia Partners • Dallas, TX

65d • Remote

About The Position

US Anesthesia Partners is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees distributed across 12 states. Our clinical and non-clinical staff support each other as they work toward a common vision: Empowering people to advance exceptional care. The Application Support Analyst specializes in the Freshworks ITSM platform and plays a key role in maintaining, configuring, and optimizing our enterprise service management system. Unlike a traditional service desk agent role focused on ticket resolution, this position emphasizes system administration, workflow configuration, business requirement analysis, and platform enhancements to ensure long-term ITSM efficiency. The Application Support Analyst will collaborate closely with IT and business stakeholders to support service delivery, drive automation, and enhance user experience. This is a primarily remote position, but candidates must live within reasonable distance to the Dallas area.

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field (or equivalent experience).
• 3-5 years of experience in IT support, ITSM administration, or application/platform support.
• Hands-on experience with Freshworks (Freshservice, Freshdesk), ServiceNow, or other ITSM platforms required.
• Experience with workflow design, automation, and platform integrations strongly preferred.
• Strong understanding of IT Service Management (ITSM) concepts and platforms, preferably Freshworks or similar (ServiceNow, Zendesk, Jira Service Management, etc.).
• Demonstrated ability to configure workflows, automation, and service catalogs within an ITSM tool.
• Strong problem-solving and analytical skills, with the ability to identify root causes and deliver long-term solutions.
• Excellent verbal and written communication skills to engage with both technical teams and business stakeholders.
• High attention to detail with proven ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); familiarity with reporting/analytics tools is a plus.
• Customer service-oriented mindset with a collaborative, team-focused approach to problem-solving.

Nice To Haves

• Exposure and/or certifications related to ITIL practices, service catalog design, and reporting dashboards is a plus.
• Familiarity with AI-enabled support tools, workflow automation, or ITIL practices preferred.

Responsibilities

• Provides platform-level support and administration of the Freshworks ITSM environment, ensuring system stability and reliability.
• Understands and documents business requirements, configures workflows, creates forms, and administers the Freshworks platform.
• Configures and optimizes automation workflows, service catalog items, and business rules to improve ITSM processes.
• Supports adoption of platform AI features (such as AI Copilot) to streamline ticket resolution, self-service, and workflow automation.
• Collaborates with business stakeholders and IT teams to test and validate enhancements, integrations, and new features.
• Develops and maintains knowledge base articles, training materials, and system documentation for consistent use and adoption.
• Participates in platform upgrades, patch testing, and regression testing to maintain integrity and functionality.
• Creates dashboards, analytics, and reports to provide visibility into ITSM performance, metrics, and SLAs.
• Partners with IT leadership to recommend ITSM best practices aligned with ITIL standards.
• Escalates complex incidents appropriately, while focusing primarily on platform administration rather than day-to-day ticket handling.

What This Job Offers

• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees