Sr Application Admin 4597
About The Position
World Vision is hiring a Senior Applications Administrator to serve in the Marketing Division. We are seeking an experienced and highly motivated Senior Applications Administrator to own and evolve our Freshservice platform and supporting IT service management (ITSM) processes. This role serves as the primary platform administrator for Freshservice, responsible for configuring, optimizing, and automating service management processes across Incident, Request, Change, Asset, and Knowledge Management. The ideal candidate combines strong platform administration expertise with workflow automation, systems integration, and user provisioning experience. This individual will partner closely with IT Operations, Security, Infrastructure, Identity & Access Management, Human Resources, and business stakeholders to improve service delivery, increase operational efficiency, and enhance the employee support experience. Help carry out our Christian organization's mission, vision, and strategies. Personify the ministry of World Vision by witnessing to Christ and ministering to others through life, deed, word, and sign.
Requirements
- Bachelor's degree in information systems or other related field preferred.
- Requires three to five years of experience administering applications in an enterprise environment.
- 3+ years administering enterprise service management or workflow platforms.
- 1-3 years of hands-on Freshservice administration experience.
- Strong understanding of ITIL and IT Service Management principles.
- Experience designing and implementing workflow automations.
- Experience with Active Directory and Microsoft Entra ID administration.
- Experience with user account lifecycle management and provisioning processes.
- Experience with PowerShell or similar scripting languages.
- Familiarity with REST APIs and system integrations.
- Demonstrated ability to troubleshoot complex platform and workflow issues.
Nice To Haves
- Workflow Automation & Orchestration: Design, develop, and maintain workflow automations supporting employee onboarding, offboarding, transfers, and leave-of-absence processes.
- Build and support integrations between Freshservice and enterprise systems including Active Directory, Microsoft Entra ID, Microsoft 365, HR systems, and collaboration platforms.
- Develop automation solutions using PowerShell, APIs, workflow engines, and integration platforms.
- Identify opportunities to reduce manual effort through process automation and self-service capabilities.
- Identity & Access Provisioning: Configure and maintain automated user provisioning and deprovisioning processes.
- Support Active Directory and Entra ID account lifecycle management workflows.
- Manage role-based access assignment, group memberships, and licensing workflows.
- Ensure provisioning processes align with organizational security and compliance requirements.
- IT Service Management Leadership: Serve as a trusted advisor on ITSM best practices and governance.
- Lead platform enhancements that improve service quality and operational efficiency.
- Facilitate adoption of standardized service management processes across IT teams.
- Support Change Advisory Board (CAB) processes and change management governance.
- Develop reporting, dashboards, and metrics to measure platform effectiveness and service performance.
- Stakeholder Engagement: Collaborate with business and technology teams to understand requirements and implement solutions.
- Provide guidance and training to service desk personnel, application owners, and IT support teams.
- Create and maintain technical documentation, process documentation, and knowledge articles.
- Manage relationships with Freshworks support and third-party vendors.
Responsibilities
- Keep Christ central in individual and corporate life. Actively participate in and contribute to the spiritual disciplines of the organization (Christian conduct, chapel, prayer, worship, devotions, and leadership of devotions); incorporate WV Core Values into decisions within scope of role.
- Serve as the primary administrator and subject matter expert for the Freshservice environment.
- Manage platform configuration, forms, workflows, automations, service catalogs, business rules, SLAs, and integrations.
- Maintain and enhance the IT Support Portal, Service Catalog, Knowledge Base, and Change Management Portal.
- Configure and optimize Incident, Problem, Change, Request, Asset, and Release Management processes.
- Manage platform updates, testing, documentation, and continuous improvement initiatives.
- Monitor platform performance, data quality, and adoption metrics.
Benefits
- Comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Senior
