Remote ITSM Platform Lead — Freshservice & Device42

Ferguson Enterprises, Inc.; Northern (KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Ferguson Enterprises, Inc. is seeking a Senior ITSM Application Administrator to own Freshservice and Device42 platforms across IT Service Management.

You will lead architecture, governance, and integrations while driving automation and service quality. Remote role in the United States; you will collaborate with cross-functional teams to optimize CMDB, event management, and reporting, delivering scalable solutions and improving incident response.

Qualifications

• 5-10+ years implementing enterprise ITSM platforms.
• Experience with Freshservice and Device42 required.
• Strong API design and integration experience.
• Knowledge of CMDB data structures and ITIL governance.
• Leadership and mentoring abilities.

Responsibilities

• Lead platform architecture and governance for ITSM suites.
• Configure, customize workflows, forms, and automation.
• Develop and maintain integrations via REST/SOAP APIs.
• Collaborate with Jira/Confluence teams for cross-platform workflows.
• Provide incident resolution and lifecycle management.

Skills

Freshservice

Device42

APIs & Integrations

Automation

CMDB

ITIL

Scripting/Automation

Leadership

Communication

Education

Bachelor's degree in Information Systems or Computer Science

Tools

Jira

Confluence

Freshservice

Device42

Job description

Ferguson Enterprises, Inc. is seeking a Senior ITSM Application Administrator to own Freshservice and Device42 platforms across IT Service Management.

You will lead architecture, governance, and integrations while driving automation and service quality. Remote role in the United States; you will collaborate with cross-functional teams to optimize CMDB, event management, and reporting, delivering scalable solutions and improving incident response.