[Hiring] Senior Applications Administrator @World Vision, Inc.

Role Description

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.

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.

Qualifications

• 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.

Requirements

• Must be authorized to work in the U.S.A for any employer.

Benefits

• WVUS Pay Grade Level: 227
• Estimated hiring range: $96,500 - $137,000
• The posted hiring salary range reflects pay for U.S. locations and is determined using market data and internal compensation guidelines. Actual compensation may vary depending on the candidate’s geographic location, job-related experience, and applicable laws.
• For information about World Vision U.S' comprehensive benefits package, please visit this link.