• IT Service Desk Administration Specialist

    Power Partners • Athens, GA 30607

    Job #2818244284

  • Overview:

    The

    IT Service Management Administrator

    is responsible for the day-to-day administration, configuration, and optimization of the Freshservice platform to support efficient IT service management processes. This role ensures seamless platform operations, manages system updates, and assists in implementing ITIL-aligned workflows and automation to meet organizational needs. The Administrator collaborates with IT teams and end-users to ensure the platform delivers value and supports business goals.

    Responsibilities:

    • Configure and maintain the Freshservice platform, including user accounts, roles, permissions, workflows, and automation rules.

    • Develop and update the service catalog to reflect current IT offerings and user needs.

    • Manage the lifecycle of incidents, requests, and problems within the Freshservice system, ensuring timely resolution and proper escalation.

    • Oversee IT asset and inventory management using the Freshservice platform, ensuring data accuracy and compliance.

    • Integrate Freshservice with third-party applications (e.g., Jira, Entra or Office 365) to enhance functionality and streamline processes.

    • Generate reports and dashboards to monitor platform performance and track key metrics such as response and resolution times.

    • Provide end-user training and support to ensure effective use of the platform across teams.

    • Collaborate with IT and business stakeholders to gather requirements and implement solutions aligned with ITIL best practices.

    • Stay current on Freshservice updates and ITSM trends to recommend improvements and enhancements.

    Qualifications:

    • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
    • 2-4 years of experience in IT service management or IT platform administration.
    • 1-2 years of hands-on experience with Freshservice or a similar ITSM tool.
    • Knowledge of ITIL frameworks and service management processes.
    • Proficiency in configuring and managing Freshservice features, including workflows, automation, and integrations.
    • Strong analytical and problem-solving skills.
    • Basic understanding of scripting languages for automation.
    • Excellent communication and training skills.
    • Detail-oriented with a commitment to documentation and processes

    Preferred Qualifications

    • Experience in a collaborative IT environment supporting cross-functional teams
    • Certification in ITIL Foundation or higher 
    • Experience with API integrations and advanced workflow automations in Freshservice 
    • Knowledge of IT asset and inventory management processes

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