[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

Company Description

PROLIM is a leading provider of end-to-end IT, PLM and Engineering Services and Solutions for Global 1000 companies. They understand business as much as technology, and help their customers improve their profitability and efficiency by providing high value technology consulting, staffing, and project management outsourcing services.

• IT and PLM consulting offerings include; Advisory, PLM Software/Services, Program Management, Solution Architecture Training/Staffing, Cloud Solutions, Servers/Networking, Infrastructure, ERP Practices and QA Services.
• Engineering services include Data Translation, CAD/CAM/CAE, Process & Product Engineering, Prototyping, and Testing/Validation within a wide range of markets and industries.