FreshService Administrator

Gifthealth Inc•Columbus, OH

1d•Hybrid

About The Position

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. The FreshService Administrator is responsible for the administration, configuration, optimization, and ongoing operation of the FreshService IT Service Management (ITSM) platform. This role ensures the platform effectively supports incident management, service requests, asset management, automation workflows, reporting, and IT service operations across the organization. This position works closely with IT Support, IT Operations, Engineering, Security, and business stakeholders to improve service delivery, automate operational processes, and maintain platform reliability, governance, and data integrity. The FreshService Administrator plays a key role in operational efficiency, workflow automation, reporting, and lifecycle management within the IT organization.

Requirements

Bachelor’s degree in information technology, computer science, information systems, or related field OR equivalent professional experience administering ITSM platforms
3–5 years of experience administering an ITSM platform (FreshService, ServiceNow, Jira Service Management, etc.)
Experience building and configuring workflows, automations, and service catalogs
Experience supporting IT Operations and Service Desk environments
Experience managing IT asset management / CMDB systems
Knowledge of IT Service Management (ITSM) frameworks (e.g., ITIL)
Knowledge of FreshService platform architecture and administration
Knowledge of incident, problem, change, and service request workflows
Knowledge of SaaS administration and enterprise system configuration
Knowledge of identity and access management concepts
FreshService configuration and workflow design skills
Process documentation and system governance skills
Troubleshooting SaaS platform issues skills
Data reporting and dashboard creation skills
Stakeholder communication and technical support skills
Ability to translate operational requirements into system configuration
Ability to manage multiple priorities and system requests
Ability to analyze operational data and recommend improvements
Ability to communicate technical concepts to non-technical stakeholders

Nice To Haves

ITIL Foundation Certification
FreshService Administrator Certification
Service Management or IT Operations certifications
Direct FreshService administration experience
Experience implementing ITIL-aligned service management processes
Experience integrating SaaS systems via APIs
Knowledge of IT asset management (ITAM)
Knowledge of CMDB management and service mapping
Knowledge of API integrations and workflow automation tools
Knowledge of IT operations and support environments
API integration and scripting skills
Automation platform configuration skills
ITSM process improvement initiatives skills
Project management skills
Ability to lead ITSM platform improvements
Ability to support change management initiatives
Ability to design scalable workflows and automation

Responsibilities

Administers and maintains the FreshService platform including configuration, workflows, automations, and service catalog management
Designs and implements ITSM processes including incident, problem, change, request, and asset management workflows within FreshService
Manages and maintains system integrations between FreshService and identity platforms, communication tools, and internal business systems
Monitors platform performance, data integrity, system usage, and platform security and access controls
Develops dashboards, reporting, and analytics to support IT operations, service desk performance, and service management metrics
Provides platform support, troubleshooting, documentation, and training for IT staff and internal system users
Identifies and implements platform improvements, workflow automation, systems integrations, and platform upgrades to improve operational efficiency
Owns IT asset lifecycle tracking and asset management processes within FreshService
Maintains CMDB structure, service relationships, and configuration data accuracy
Develops and maintains service catalog items, approval workflows, and request automation
Builds and maintains automation workflows to improve IT and business operational efficiency
Supports IT Support and IT Operations teams by improving workflows, automation, and reporting
Develops and maintains IT service management reporting, KPIs, and service metrics
Ensures ITSM platform governance, data quality, and process consistency
Supports change management workflows and approval processes
Works with Engineering, Security, and Operations teams to integrate systems into FreshService
Documents workflows, platform configuration, and system integrations
Participates in IT process improvement and service management maturity initiatives
Other duties as assigned