Freshworks Senior Admin

Request ID: 106262-1
Title: Freshworks Senior Admin
Location: Remote
Duration: 6 months
Pay Range: $50 - $53/Hour on W2/C2C (All inclusive)

• Lead planning and execution of the migration from ServiceNow to Freshservice, including scoping, data migration, workflow/process mapping, cutover planning, and post-migration stabilization.
• Serve as the primary Freshservice platform administrator, including configuration of modules such as ITSM, asset management, workflow automation, service catalog, SLAs, and reporting.
• Direct the daily technical work of two offshore contractor team members, assigning tasks, reviewing quality, and ensuring on-time delivery of platform configuration and support work.
• Design, build, and maintain integrations between Freshservice and third-party systems, ensuring reliable and secure data flow across the enterprise toolset.
• Develop and maintain project plans, migration runbooks, and status reporting to keep IT leadership and stakeholders informed of migration progress and risks.
• Establish and document platform configuration standards, governance processes, and change control procedures to ensure a stable, well-governed Freshservice environment.
• Partner with process owners across IT and the business to translate service management requirements into Freshservice configuration and automated workflows.
• Apply AI-enabled tools and automation to streamline platform administration, accelerate migration tasks, and improve the efficiency of recurring operational work.
• Troubleshoot platform and integration issues, performing root cause analysis and implementing corrective and preventive measures.
• Stay current on Freshservice platform updates, releases, and best practices, recommending adoption of new capabilities where they add business value.

Essential Skills:

• Freshservice ITSM platform administration and support.
• Freshservice/Freshworks administrator certification preferred.
• Migration from ServiceNow to Freshservice.
• Experience designing and supporting integrations between ITSM platforms and third-party systems.
• Experience integrating with SailPoint, ADP, and/or Monday.com is a plus.
• Comfort using AI-enabled tools, including scripting/automation assistants and low-code AI workflow builders.
• 8–10 years of relevant experience
  
  
  Company Benefits & Culture
  • Opportunity to work with a dynamic team in a fast-paced environment
  • Exposure to cutting-edge technologies and methodologies
  • Supportive and collaborative work culture
  
  Appreciate your quick response and please feel free to reach me out for any query you may have.
  
  Thanks