Remote Senior ITSM Platform Lead - Freshservice

Ferguson Enterprises, Inc.

Ferguson (MO)

Hybrid

USD 110,000 - 150,000

Full time

10 days ago

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Job summary

Ferguson Enterprises, Inc. is seeking a Senior ITSM Application Administrator to lead the Freshservice and Device42 platform, driving architecture, governance, and optimization for IT service management.

The role emphasizes automation, integrations, and cross-team collaboration across Atlassian tools. The candidate will design complex workflows, implement APIs, and develop reporting to monitor service performance, while guiding upgrades and lifecycle management in a remote work setting across

Qualifications

Experience implementing, administering, engineering ITSM platforms at enterprise scale.
Ability to design and optimize CMDB/asset data structures and governance.
Proficient in building integrations using REST/SOAP APIs and automation platforms.
Strong leadership and cross-team collaboration skills.

Responsibilities

Lead Freshservice and Device42 platform architecture, governance, and optimization initiatives.
Design, configure, and customize workflows, rules, UI policies, and automation across ITSM tools.
Develop and maintain REST/SOAP APIs and Integration Hub solutions for automation.
Build integrations with external systems (AD, monitoring tools, CMDB sources) and with Jira/Confluence.
Create dashboards and reports to track KPIs, platform health, and service performance.
Plan, test, and execute platform upgrades, patches, and changes with DevOps practices.