[Hiring] Freshworks Senior Administrator @PROLIM Global Corporation

Role Description

We are seeking a Freshworks Senior Administrator with strong experience administering and supporting Freshservice ITSM and leading enterprise migrations from ServiceNow to Freshservice. The ideal candidate will have hands-on expertise in Freshservice configuration, ITSM workflows, integrations, data migration, governance, and AI-enabled automation. This role will serve as the senior technical lead for the Freshservice platform and will coordinate the day-to-day technical activities of two offshore contractors.

Key Responsibilities

• Lead the planning and execution of the ServiceNow-to-Freshservice migration, including scope definition, data migration, workflow mapping, cutover planning, and post-migration stabilization.
• Administer and configure Freshservice modules including ITSM, Asset Management, Service Catalog, Workflow Automation, SLAs, and Reporting.
• Manage users, roles, permissions, platform configurations, and ongoing Freshservice maintenance.
• Design, build, and maintain secure integrations between Freshservice and third-party enterprise systems.
• Work with integrations involving SailPoint, ADP, Monday.com, and other business applications.
• Develop migration runbooks, project plans, status reports, and technical documentation.
• Establish Freshservice configuration standards, governance processes, and change-control procedures.
• Partner with IT and business process owners to translate requirements into Freshservice configurations and automated workflows.
• Direct and coordinate the daily technical work of two offshore contractor team members, including task assignment, quality review, and delivery tracking.
• Apply AI-enabled tools, scripting/automation assistants, and low-code AI workflow builders to improve platform administration and operational efficiency.
• Troubleshoot Freshservice platform and integration issues and perform root-cause analysis.
• Monitor Freshservice releases and recommend new capabilities that provide business value.
• Support incident management, service desk operations, IT asset management, and ITSM process improvements.

Qualifications

• 8-10 years of ITSM/platform administration experience.
• Strong hands-on experience with Freshservice administration and support.
• Proven experience leading or supporting ServiceNow-to-Freshservice migrations.
• Strong knowledge of ITSM processes including Incident Management, Service Desk Management, Asset Management, Service Catalog, and SLA management.
• Experience with Freshservice configuration, workflow automation, reporting, roles, permissions, and platform governance.
• Experience designing and supporting third-party integrations with ITSM platforms.
• Strong experience with data migration, workflow/process mapping, testing, cutover, and stabilization.
• Experience leading or coordinating technical resources.
• Ability to use AI-enabled tools and automation to improve ITSM administration and operational processes.

Preferred Qualifications

• Freshservice/Freshworks Administrator certification.
• Experience integrating Freshservice with SailPoint, ADP, and/or Monday.com.
• ServiceNow ITSM and ServiceNow ITAM experience.
• Experience with AI agents and AI-driven workflow automation.
• Strong scripting and automation experience.
• Experience developing migration runbooks and governance documentation.

Key Skills

• Freshservice
• Freshworks
• ServiceNow
• ServiceNow ITSM
• ServiceNow ITAM
• ITSM Administration
• ServiceNow-to-Freshservice Migration
• Data Migration
• Workflow Automation
• Incident Management
• Service Desk Management
• IT Asset Management
• SailPoint
• AI Agents
• Third-Party Integrations
• Platform Governance