Mgr Applications Eng

HealthEquity•Remote,

1d•$109,500 - $142,500•Remote

About The Position

HealthEquity is transforming how it delivers IT services, and this role is at the center of that transformation. As a Manager, Applications Engineering, you will lead the IT Service Management platform on Freshservice. You will bring structure, automation, and modern tooling to how teams request and receive IT support, while directly leading a small offshore team that helps you get there. This is a hands-on opportunity to shape a platform that touches nearly every teammate at HealthEquity, and to do it using AI-enabled tools and automation that are changing how this work gets done.

Requirements

Bachelor's degree in a business or technology-related field, or equivalent combination of education and experience
5-7 years of progressively responsible experience administering enterprise IT service management platforms, with hands-on experience in Freshservice or a comparable tool
Experience building and maintaining integrations between ITSM platforms and third-party systems; experience with SailPoint, ADP, Monday.com is a plus
Prior experience supervising staff or contractor resources, including offshore teams
Comfort using AI-enabled tools to automate administrative tasks and accelerate delivery
Strong project planning skills, with the ability to manage a migration plan, track risks and dependencies, and report status to stakeholders
Excellent written and verbal communication skills, with the ability to translate business requirements into platform configuration

Nice To Haves

Freshservice/Freshworks administrator certification preferred
ITIL certification preferred

Responsibilities

Serving as the primary Freshservice administrator: configuring ITSM, asset management, workflow automation, service catalog, SLAs, and reporting, and managing users and roles
Directly supervising two offshore contractor team members: assigning and prioritizing work, setting performance expectations, conducting performance reviews, coaching, and addressing performance issues
Designing, building, and maintaining integrations between Freshservice and third-party systems, ensuring secure and reliable data flow across our enterprise toolset
Developing and maintaining project plans, migration runbooks, and status reporting to keep IT leadership and stakeholders informed of progress and risk
Establishing platform configuration standards, governance, and change control to keep the Freshservice environment stable and well managed
Partnering with process owners across IT and the business to translate service management needs into Freshservice configuration and automated workflows
Applying AI-enabled tools and automation to streamline administration, speed up migration work, and improve recurring operational tasks
Troubleshooting platform and integration issues, performing root cause analysis, and implementing corrective and preventive measures