ITSM Administrator/Developer

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The Freshservice Developer & Administrator owns the configuration, automation, integration, and day-to-day administration of Albemarle's enterprise ITSM platform. Following the transition of Service Management from ServiceNow to Freshworks — this role is central to sustaining and scaling the platform across IT and business workspaces (HR, Facilities, Supply Chain, Finance, Procurement, Manufacturing & Engineering, Accounts Payable etc).

The role blends two hats:

• Administrator — configuring, securing, and maintaining the workspace and account environment so agents have the right access, tools, and workflows to deliver service.
• Developer — designing, building, testing, and promoting automations within the federated "DEV-to-PROD" governance model, where individual IT teams build in a controlled DEV environment and a central team governs, reviews, and promotes to production.

It supports Albemarle's broader strategic direction of Digital Transformation through automation as the foundation for AI-driven processes, including Freshservice as the "front door" to HR and other functions.

• Deep hands-on Freshservice administration across both Workspace Admin and Account Admin scopes — branding, business hours, SLAs/OLAs, service catalog, field/form management, and RBAC (custom roles and permissions).
• Command of core ITSM modules: Incident, Major Incident, Problem, Change (normal/emergency/expedited), Release, Service Request, Asset/ITAM, and Alert Management.
• CMDB / Configuration Management and Device42 integration (discovery, CI data accuracy, incident/change linkage).

• Expert in Workflow Automator, Scenario Automations, Supervisor rules, Scheduler, and orchestration/business rules.
• Ability to build well-structured workflows — triggers, nested conditions, labelled branches, single-action nodes, and error paths for external calls.

• Experience integrating Freshservice with Active Directory / Azure (Entra ID) orchestration via the Freshservice App + PowerShell, Workday Connector (RaaS-based and event-based onboarding/offboarding journeys), UiPath RPA, SAP, MS Exchange, SharePoint Search Connector, and BlueCoat.
• Familiarity with REST APIs, OAuth 2.0 / API-key / Basic auth, webhooks, and custom HTTP-based flows; awareness of Copilot Studio and the Freshservice MCP Server for advanced/AI-driven scenarios.
• Understanding of AI service agent integration (Aisera) for ticket create/update/close, KB ingestion, and Freddy AI capabilities.

• Analytics, dashboards, KPIs, SLA compliance reporting, and audit-readiness.
• Comfort operating within a sandbox-first approach — testing new configurations and major updates before syncing to production.

Process standardization mindset, cross-functional collaboration (HR, IT, IAM, Security, Infrastructure), clear documentation, and stakeholder communication.

• Configure and maintain workspaces (branding, business hours, SLAs/OLAs, service catalogs, custom fields, forms, and templates) tailored to departmental needs.
• Manage agents, groups, roles, and RBAC; configure the Change Advisory Board (CAB) for change processes.
• Administer all Freshservice modules and monitor platform health, troubleshooting performance and proactively addressing risks.
• Review Freshworks biannual/product release notes, test updates in sandbox, re-activate/republish affected configurations, and communicate changes to agents and end users.

• Design, build, and test automations in the DEV environment following the naming convention (Module – Trigger – Action), testing every condition branch and failure scenario before submission.
• Complete pre-work documentation and DEV-to-PROD promotion checklists; submit via Freshservice change requests with test evidence for central-team review.
• Own and maintain automations post-production across their full lifecycle.

• Build and support integrations for onboarding/offboarding (Workday → Freshservice Journeys), user/AD group provisioning, mailbox/distribution-group management, RPA-driven ticket automation, and CMDB sync with Device42.
• Coordinate with IAM, IT Security, Infrastructure, HRIS, and vendor teams (Freshworks, Infosys, Aisera) to configure and validate integrations securely.

• Build meaningful dashboards, KPIs, and SLA/analytics reports; drive process standardization, adoption, and automation opportunities.
• Configure Announcements for centralized service communication.

• 4–7+ years in IT Service Management, with 2+ years hands-on Freshservice administration and/or development (Enterprise plan preferred). Prior ServiceNow experience is a strong plus given the migration context.
• Demonstrable experience configuring ITIL-aligned processes: Incident, Problem, Change, Release, Request Fulfillment, Knowledge, and Configuration/Asset Management.
• Proven track record building automations in Workflow Automator (including approvals, multi-step workflows, and external integrations).
• Scripting/integration experience — 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.

• ITIL v4 Foundation certification; Freshservice/Freshworks Academy certifications (Fundamentals, Workflow Automator – Getting Started & Advanced Logic, SR & Catalogue Management, Reporting & Audit Logs).
• Exposure to AI/GenAI service agents (Aisera, Freddy AI, Copilot Studio, MCP Server) and RAG-based knowledge retrieval.
• Experience operating within a federated/governed automation model with DEV/PROD separation, change-controlled promotions, and central review tiers.
• Strong documentation, stakeholder management, and cross-functional collaboration skills in a global, multi-vendor environment.