Senior ITSM Application Administrator - Freshservice (Remote)

FERGUSON

7d • $65,337 - $114,444 • Remote

About The Position

Ferguson is seeking a highly skilled Senior ITSM Application Administrator to join our IT Service Management team. This role is responsible for the build, configuration, optimization, integrations, and lifecycle management of the platform, while also providing technical leadership, governance, and continuous improvement across service management capabilities. The ideal candidate has deep expertise in Freshservice and Device42 or equivalent experience. They are proficient across Freshservice, Device42 or equivalent experience, and Atlassian platforms. They embrace automation, AI, and evolving ITSM methods. The ideal candidate brings deep technical expertise, a passion for quality, and the ability to collaborate effectively across teams. This role is approved to be fully remote and can be based anywhere in the United States.

Requirements

• 5 - 10+ years of progressive experience implementing, administering, engineering, and developing enterprise-scale ITSM platforms in complex environments.
• 3–5+ years in a lead, senior, or principal technical role with responsibility for platform architecture, integration strategy, technical governance, and cross-team leadership.
• Demonstrated ability to own and architect ITSM platforms end-to-end, including configuration, workflow automation, integrations, data model design, and performance optimization.
• Demonstrable experience defining and carrying out enterprise integration strategies, using REST/SOAP APIs, integration frameworks, ETL tools, and automation platforms to connect ITSM with identity, monitoring, CMDB, cloud, DevOps, or business systems.
• Experience with agentless/agent-based discovery methods, dependency mapping, and maintaining an accurate CMDB, including understanding of network protocols (SNMP, WMI, SSH) used to scan and classify infrastructure.
• Proficiency with scripting or development languages used for ITSM automation with the ability to design scalable automation and customizations.
• Deep understanding of ITIL, service management governance, CMDB/asset data structures, and protocols for maintaining accuracy, consistency, and platform sustainability.
• Hands-on experience leading platform upgrade cycles, release governance, environment strategy, testing and validation, and lifecycle management for enterprise platforms.
• Demonstrated leadership ability, including mentoring technical team members, establishing standards and guidelines, and influencing architectural direction across IT and business partners.
• Strong systems-thinking mentality capable of assessing platform capabilities, evaluating future-state options, and contributing to platform selection discussions (e.g., during RFP or technology transitions).
• Good communication skills capable of translating technical concepts for executives, collaborating with architects and product leaders, and guiding engineering teams confidently.
• Experience applying AI, automation, analytics, or predictive capabilities within ITSM platforms to improve workflow efficiency, service delivery, and user experience.
• Demonstrable ability to lead sophisticated technical initiatives independently, manage competing priorities, and deliver high-quality outcomes in large, fast-paced enterprise environments.
• High ethical standards, adaptability, and willingness to support evolving business needs.
• Flexibility to work additional hours as required and travel occasionally.
• Exhibits flexibility in response to changing demands, works additional hours as needed and is prepared to travel as required.

Nice To Haves

• Experience administering and integrating Atlassian products, including Jira and Confluence.
• Bachelor’s degree in information systems, Computer Science, or equivalent professional experience.
• Experience mentoring or providing technical leadership to other administrators or developers.

Responsibilities

• Serve as the technical lead and domain expert for the Freshservice and Device42 platform, including ITSM, CMDB/Configuration Management, Event Management, Service Mapping, and custom application development.
• Be responsible for the overall Freshservice and Device42 platform architecture, establishing standards, protocols, and governance to ensure scalability, performance, and long-term sustainability.
• Identify system deficiencies, recommend solutions, and drive platform optimization initiatives.
• Design, configure, and customize Freshservice and Device42 applications, including workflows, forms, business rules, UI policies, UI actions, and scripted solutions to meet business requirements.
• Design and develop advanced server-side and client-side customizations to enable automation and operational efficiency.
• Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions to support automation and third-party integrations.
• Build and maintain integrations with external systems, including third-party applications, CMDB data sources, Active Directory, and monitoring tools.
• Collaborate across Freshservice, Device42 and Atlassian environments (Jira and Confluence) to support aligned service management workflows and future-state integration opportunities.
• Create and maintain Freshservice Service Portal pages, widgets, and user interface enhancements.
• Develop custom reports, dashboards, and Performance Analytics to track KPIs, platform health, and service performance.
• Manage the promotion of code and configuration changes across development, test, and production environments using DevOps and source control best practices.
• Provide second-level platform support, including incident resolution, root cause analysis, and implementation of permanent fixes.
• Plan and execute Freshservice and Device42 platform upgrades, patching, and hotfixes, including testing, validation, and interested party communication.
• Ensure the integrity, accuracy, and usability of the Freshservice and Device42 platforms through ongoing validation, data quality controls, and governance processes.
• Create and maintain comprehensive documentation, including technical specifications, process flows, and user guides.
• Stay ahead of ITSM platform capabilities and emerging technologies, develop a capabilities roadmap, and champion adoption of new features and vendor offerings.
• Apply AI capabilities within Service Management platforms, including Generative AI, predictive analytics, and virtual agents, to enhance user experience and operational outcomes.
• Other tasks related to ITSM as deemed vital by management.

Benefits

• health, dental, vision, paid time off, life insurance and a 401(k) with a company match
• mental health coverage
• gender affirming and family building benefits
• paid parental leave
• associate discounts
• community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree