Senior ITSM Application Administrator - Freshservice (Remote)

Ferguson Enterprises, Inc.; Northern (KY); Remote; 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

**Job Posting:**Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers' complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.## **Senior ITSM Application Administrator - Freshservice**Ferguson is seeking a highly skilled **Senior ITSM Application Administrator** to join our IT Service Management team. This role is responsible for the build, configuration, optimization, integrations, and lifecycle management of the platform, while also providing technical leadership, governance, and continuous improvement across service management capabilities. ideal candidate has deep expertise in Freshservice and Device42 or equivalent experience. They are proficient across Freshservice, Device42 or equivalent experience, and Atlassian platforms. They embrace automation, AI, and evolving ITSM methods. The ideal candidate brings deep technical expertise, a passion for quality, and the ability to collaborate effectively across teams.Location: This role is approved to be fully remote and can be based anywhere in the United States.#### **Key Responsibilities:****Platform Leadership & Architecture*** Serve as the technical lead and domain expert for the Freshservice and Device42 platform, including ITSM, CMDB/Configuration Management, Event Management, Service Mapping, and custom application development.* Be responsible for the overall Freshservice and Device42 platform architecture, establishing standards, protocols, and governance to ensure scalability, performance, and long-term sustainability.* Identify system deficiencies, recommend solutions, and drive platform optimization initiatives.#### **Configuration, Development & Automation*** Design, configure, and customize Freshservice and Device42 applications, including workflows, forms, business rules, UI policies, UI actions, and scripted solutions to meet business requirements.* Design and develop advanced server-side and client-side customizations to enable automation and operational efficiency.* Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions to support automation and third-party integrations.#### **Integrations & Cross-Platform Collaboration*** Build and maintain integrations with external systems, including third-party applications, CMDB data sources, Active Directory, and monitoring tools.* Collaborate across Freshservice, Device42 and Atlassian environments (Jira and Confluence) to support aligned service management workflows and future-state integration opportunities.#### **Service Portal, Reporting & Analytics*** Create and maintain Freshservice Service Portal pages, widgets, and user interface enhancements.* Develop custom reports, dashboards, and Performance Analytics to track KPIs, platform health, and service performance.#### **Release, Support & Lifecycle Management*** Manage the promotion of code and configuration changes across development, test, and production environments using DevOps and source control best practices.* Provide second-level platform support, including incident resolution, root cause analysis, and implementation of permanent fixes.* Plan and execute Freshservice and Device42 platform upgrades, patching, and hotfixes, including testing, validation, and interested party communication.#### **Governance, Documentation & Continuous Improvement*** Ensure the integrity, accuracy, and usability of the Freshservice and Device42 platforms through ongoing validation, data quality controls, and governance processes.* Create and maintain comprehensive documentation, including technical specifications, process flows, and user guides.* Stay ahead of ITSM platform capabilities and emerging technologies, develop a capabilities roadmap, and champion adoption of new features and vendor offerings.* Apply AI capabilities within Service Management platforms, including Generative AI, predictive analytics, and virtual agents, to enhance user experience and operational outcomes.* Other tasks related to ITSM as deemed vital by management#### **Qualifications and Requirements:*** 5 - 10+ years of progressive experience implementing, administering, engineering, and developing **enterprise-scale** ITSM platforms in complex environments.* 3-5+ years in a lead, senior, or principal technical role with responsibility for platform architecture, integration strategy, technical governance, and cross-team leadership.* Demonstrated ability to own and architect ITSM platforms end-to-end, including configuration, workflow automation, integrations, data model design, and performance optimization.* Demonstrable experience defining and carrying out enterprise integration strategies, using REST/SOAP APIs, integration frameworks, ETL tools, and automation platforms to connect ITSM with identity, monitoring, CMDB, cloud, DevOps, or business systems.* Experience with agentless/agent-based discovery methods, dependency mapping, and maintaining an accurate CMDB, including understanding of network protocols (SNMP, WMI, SSH) used to scan and classify infrastructure.* Proficiency with scripting or development languages used for ITSM automation with the ability to design scalable automation and customizations.* Deep understanding of **ITIL, service management governance, CMDB/asset data structures**, and protocols for maintaining accuracy, consistency, and platform sustainability.* Hands-on experience leading **platform upgrade cycles, release governance, environment strategy, testing and validation**, and lifecycle management for enterprise platforms.* Demonstrated leadership ability, including **mentoring technical team members, establishing standards and guidelines**, and influencing architectural direction across IT and business partners.* Strong systems-thinking mentality capable of assessing platform capabilities, evaluating future-state options, and contributing to platform selection discussions (e.g., during RFP or technology transitions).* Good communication skills capable of translating technical concepts for executives, collaborating with architects and product leaders, and guiding engineering teams confidently.* Experience applying **AI, automation, analytics, or predictive capabilities** within ITSM platforms to improve workflow efficiency, service delivery, and user experience.* Demonstrable ability to lead sophisticated technical initiatives independently, manage competing priorities, and deliver high-quality outcomes in large, fast-paced enterprise environments.#### **Preferred Qualifications:*** Experience administering and integrating Atlassian products, including Jira and Confluence.* Bachelor's degree in information systems, Computer Science, or equivalent professional experience.* Experience mentoring or providing technical leadership to other administrators or developers.#### **Additional Expectations*** High ethical standards, adaptability, and willingness to support evolving business needs.* Flexibility to work additional hours as required and travel occasionally.* High ethical standards, adaptability, and willingness to support evolving business needs, including occasional travel.*