Freshservice Administrator II

Administrator II, Freshservice

The budgeted hiring range for this position is $72,000-80,000.

Position Summary

The Freshservice Administrator II is responsible for managing and maintaining the Freshservice IT Service Management platform to support efficient and reliable IT operations. This role includes configuring core modules and workspaces, designing and implementing automated workflows, and managing user roles and permissions to ensure secure access. The administrator oversees the enhancement request queues, tickets, and service requests, integrates Freshservice with other enterprise systems, and develops reports and dashboards to monitor performance metrics. Additionally, the role involves providing user support and training, troubleshooting platform issues, and collaborating with IT leadership to align Freshservice capabilities with organizational goals and recommend enhancements to improve service delivery.

Role and Responsibilities

• Administer and optimize Freshservice modules, including Incident, Problem, Change, Asset, Service Catalog, Workspaces, and portal.
• Configure workflows, automations, SLAs, and custom fields to align with business processes.
• Provide user support, training, and documentation.
• Integrate Freshservice with other enterprise tools.
• Develop dashboards and reports for KPIs and service metrics.
• Collaborate with stakeholders to improve ITSM processes.
• Ensure platform security, data integrity, and compliance.
• Additional platform-related duties as requested by Function Leaders in support of the workspaces and requested enhancements

Qualifications and Education Requirements

• 3+ years of experience administering Freshservice or similar ITSM platforms.
• Strong understanding of ITIL principles and service management workflows.
• Experience with automation, APIs, and integrations.
• Proficiency in reporting and analytics tools within Freshservice.
• Excellent problem-solving and communication skills.
• Experience in UX/UI principles and Service design.
• Customer-focused mindset and ability to handle multiple projects

Required Certifications

• Freshservice Product Certification (Admin or Expert level)
• ITIL® Foundation Certification

Preferred Skills & Certifications

• Familiarity with cloud platforms and identity management (e.g., Azure AD).
• Exposure to agile methodologies and DevOps practices.
• Knowledge Base administration.
• Service Catalog management.
• Familiarization with pipeline development processes and best practices.
• Workflow automation design and management.

All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will pay for travel and lodging accommodations.

Nightingale's commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale College is an equal opportunity employer.

Our mission: With the primary focus on higher learning in healthcare professions, Nightingale College contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.

At Nightingale College, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale College helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated nearly 5,000 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.

The professional and personal development of our learners and our collaborators is our company's foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We're so happy that you've found us!

Employment is contingent upon successful completion of a background check and drug screen.