ITSM Administrator/Developer

Albemarle
India
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 4-7 yearsSkills: ["Process standardization mindset","Cross-functional collaboration","Clear documentation","Stakeholder communication","Collaboration in global multi-vendor environments"]

Own the configuration, automation, integrations, and day-to-day administration of the enterprise ITSM platform built on Freshservice after a ServiceNow migration. Configure workspaces, RBAC, and ITSM modules, build and test DEV-to-PROD automations, and integrate Freshservice with identity, HRIS, RPA, and CMDB tooling (Device42). Produce analytics and SLA compliance reporting while partnering with IT, IAM, Security, Infrastructure, and vendors to securely scale ITSM across the business.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Albemarle
Albemarle
2 days ago

ITSM Administrator/Developer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own the configuration, automation, integrations, and day-to-day administration of the enterprise ITSM platform built on Freshservice after a ServiceNow migration. Configure workspaces, RBAC, and ITSM modules, build and test DEV-to-PROD automations, and integrate Freshservice with identity, HRIS, RPA, and CMDB tooling (Device42). Produce analytics and SLA compliance reporting while partnering with IT, IAM, Security, Infrastructure, and vendors to securely scale ITSM across the business.
Location: India
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Configure and maintain Freshservice workspaces (branding, business hours, SLAs/OLAs, service catalogs, custom fields/forms/templates) to departmental needs.
  • •Administer Freshservice ITSM modules, manage agents/groups/roles and RBAC, administer platform health and troubleshoot proactively.
  • •Design, build, test, and promote automations in the DEV environment using a DEV-to-PROD governance model, including error-path testing and documentation.
  • •Develop and maintain integrations for onboarding/offboarding (Workday journeys), AD/Entra provisioning, RPA-driven ticket automation, and CMDB sync with Device42.
  • •Build dashboards and KPIs for SLA compliance and analytics, manage centralized announcements, and coordinate with IAM, IT Security, Infrastructure, HRIS, and vendors to validate integrations securely.

Key Requirements

  • •4–7+ years in IT Service Management, including 2+ years hands-on Freshservice administration and/or development (Enterprise plan preferred).
  • •Demonstrable experience configuring ITIL-aligned processes (Incident, Problem, Change, Release, Request Fulfillment, Knowledge, Configuration/Asset Management).
  • •Proven ability to build automations in Workflow Automator, including approvals, multi-step workflows, and external integrations.
  • •Scripting/integration experience including PowerShell for AD/Entra orchestration and REST API/OAuth-based integrations (Workday, UiPath, SAP, Exchange, SharePoint).
  • •Working knowledge of CMDB/ITAM concepts and tools such as Device42.
Experience:4-7 yearsIT service managementEnterprise ITServiceNow migrationITILITSM automationCMDB/ITAM
Skills:Process standardization mindsetCross-functional collaborationClear documentationStakeholder communicationCollaboration in global multi-vendor environments
Certifications:ITIL v4 FoundationFreshservice/Freshworks Academy FundamentalsFreshservice/Freshworks Academy Workflow Automator – Getting Started & Advanced LogicFreshservice/Freshworks Academy SR & Catalogue ManagementFreshservice/Freshworks Academy Reporting & Audit Logs
Tech Stack:FreshserviceFreshworksServiceNowWorkspace AdminAccount AdminSLAsOLAsService catalogRBACIncidentProblemChangeReleaseService RequestITAMAlert ManagementCMDBDevice42Workflow AutomatorSupervisor

Company Brief

Albemarle
Global specialty chemicals company best known for lithium, bromine, and catalysts used in batteries, energy storage, refining, and industrial applications. Serves customers across electronics, transportation, and performance materials markets.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 5M to 10M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Charlotte, United States
Founded: 1994
WebsiteLinkedIn