Application Support Analyst - Freshworks ITSM

US Anesthesia Partners is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees distributed across 10 states. Our clinical and non-clinical staff support each other as they work toward a common vision: Forging a better future by empowering people to advance exceptional care.

• →Bachelor’s degree in information technology, business administration, finance, human resources, or a related field (or equivalent experience). 

• →3-5 years of experience in IT support, ITSM administration, or application/platform support. 

• →Hands-on experience with Freshworks (Freshservice and Freshdesk), ServiceNow, or other ITSM platforms is required. 

• →Experience with workflow design, automation, and platform integrations is strongly preferred. 

• →Exposure and/or certifications related to ITIL practices, service catalog design, and reporting dashboards is a plus. 

• →Strong understanding of IT Service Management (ITSM) concepts and platforms, preferably Freshworks or similar (ServiceNow, Zendesk, Jira Service Management, etc.). 

• →Demonstrated ability to configure workflows, automation, and service catalogs within an ITSM tool. 

• →Strong problem-solving and analytical skills, with the ability to identify root causes and deliver long-term solutions. 

• →Excellent verbal and written communication skills to engage with both technical teams and business stakeholders. 

• →High attention to detail with proven ability to manage multiple priorities in a fast-paced environment. 

• →Proficiency in Microsoft Office Suite (Excel, Word, and PowerPoint); familiarity with reporting/analytics tools is a plus. 

• →Customer service-oriented mindset with a collaborative, team-focused approach to problem-solving. 

• →Familiarity with AI-enabled support tools, workflow automation, or ITIL practices preferred. 

*The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• →Occasional Standing 

• →Occasional Walking 

• →Frequent Sitting 

• →Frequent hand, finger movement 

• →Use office equipment (in office or remote)  

• →Communicate verbally and in writing