Senior Freshservice Admin & Migration Lead

REALIGN LLC; Chicago (IL); On-site; USD 90,000 - 125,000; Full time

Job summary

HealthEquity is seeking a Freshworks Admin to lead the migration from ServiceNow to Freshservice and oversee the ITSM platform. You will configure modules, manage data migration, and govern integrations with SailPoint, ADP, and Monday.com while guiding offshore contractors.

As the senior technical lead, you will establish governance standards, maintain runbooks, and apply AI-enabled automation to improve efficiency and reliability of day-to-day platform operations.

Qualifications

• Strong hands-on experience administering Freshservice or equivalent ITSM platform.
• Proven ability to plan migrations, data migration, cutover, and post-migration support.
• Experience building integrations with third-party systems; SailPoint/ADP/Monday.com is a plus.
• Ability to lead offshore contractors with clear tasking and accountability.
• Comfort with AI-enabled automation to streamline admin tasks.
• Excellent written and verbal communication with IT and business partners.

Responsibilities

• Lead migration from ServiceNow to Freshservice including scoping and cutover planning.
• Serve as primary Freshservice administrator: modules, catalog, assets, reporting.
• Direct daily work of two offshore contractors; ensure on-time delivery.
• Design and maintain integrations with third-party systems across the enterprise.
• Develop runbooks, status reporting, and governance standards for the platform.
• Translate service management requirements into Freshservice configurations.
• Apply AI automation to accelerate tasks and improve efficiency.
• Troubleshoot platform and integration issues and implement fixes.
• Stay current on Freshservice updates and best practices.

Skills

Freshservice Admin

Migration Planning

ITSM Integrations

Offshore Coordination

AI Automation

Governance

Stakeholder comms

Tools

Freshservice

SailPoint

ADP

Monday.com

Job description

HealthEquity is seeking a Freshworks Admin to lead the migration from ServiceNow to Freshservice and oversee the ITSM platform. You will configure modules, manage data migration, and govern integrations with SailPoint, ADP, and Monday.com while guiding offshore contractors.

As the senior technical lead, you will establish governance standards, maintain runbooks, and apply AI-enabled automation to improve efficiency and reliability of day-to-day platform operations.