Senior Freshservice ITSM Admin & Migration Lead

Tata Consultancy Services Limited; Chicago (IL); On-site; USD 85,000 - 100,000; Full time

Job summary

HealthEquity is seeking a seasoned Freshservice Admin to lead the administration, configuration, and ongoing support of the Freshservice ITSM platform. You will spearhead the migration from ServiceNow to Freshservice, set governance standards, and manage integrations with third-party tools while directing offshore contractor work.

The role requires strong ITSM experience, migration planning, and the ability to translate business needs into platform configurations and automated workflows.

Qualifications

• Hands-on Freshservice administration including ITSM, asset management, workflows, and reporting.
• Experience planning and executing platform migrations, data mapping, and post-migration support.
• Design and support integrations between ITSM tools and third-party systems.
• Familiarity with AI-enabled automation to streamline administration tasks.

Responsibilities

• Leads migration from ServiceNow to Freshservice with scoping, data migration, and cutover planning.
• Acts as primary Freshservice administrator for modules, users, roles, and maintenance.
• Directs offshore contractor work, assigns tasks, and ensures on-time delivery.
• Designs and maintains integrations with SailPoint, ADP, and Monday.com.
• Develops migration runbooks and status reports for IT leadership.
• Documents governance standards and change control for Freshservice.
• Translates business requirements into Freshservice configurations and workflows.
• Applies AI-enabled automation to streamline tasks and improve efficiency.
• Troubleshoots platform and integration issues; performs root-cause analysis.

Skills

Freshservice admin

ITSM platform

Migration planning

Integration design

Project planning

Offshore coordination

AI automation

Communication

Problem solving

Tools

SailPoint

ADP

Monday.com

Job description

HealthEquity is seeking a seasoned Freshservice Admin to lead the administration, configuration, and ongoing support of the Freshservice ITSM platform. You will spearhead the migration from ServiceNow to Freshservice, set governance standards, and manage integrations with third-party tools while directing offshore contractor work.

The role requires strong ITSM experience, migration planning, and the ability to translate business needs into platform configurations and automated workflows.