Freshservice ITSM Administrator

About the Role

We are hiring a Fresh service (Freshworks) ITSM Administrator to manage and optimise the IT Service Management platform. This role will play a key part in ensuring effective IT service delivery, automation, and alignment with ITIL best practices.

• Administer and configure Fresh service ITSM platform (Incident, Change, Problem, Asset, Projects, Reporting, Alerts)
• Manage user access, roles, and permissions with proper governance
• Design and maintain workflows, automations, and orchestration rules
• Integrate Fresh service with tools such as Microsoft 365, Intune, Service Now, APIs
• Maintain Service Catalog and Knowledge Base
• Monitor system health, troubleshoot issues, and ensure performance
• Build reports & dashboards using Fresh service Analytics / Freddy AI
• Provide user support and training across departments
• Ensure adherence to ITIL practices and compliance standards

• 2–4+ years of experience in Fresh service or similar ITSM administration
• Strong understanding of ITIL, service delivery, and asset management
• Experience with workflow automation and platform configuration
• Knowledge of RBAC, Azure AD / Entra
• Experience with API integrations and system integrations
• Strong analytical, problem‑solving and communication skills

• Fresh service certification
• Scripting knowledge (JavaScript, Python, Power Shell)
• Experience in automation and orchestration

• Vacancy status:
  This role is for an existing vacancy.
• AI use:
  We do not use artificial intelligence to screen, assess, or select applicants.
• Compensation transparency:
  Estimated pay range included above to comply with Ontario ESA.
• Post‑interview notification:
  Interviewed candidates will be informed of hiring decisions within 45 days.

We are an equal opportunity employer and encourage applications from all individuals, including persons with disabilities, Indigenous peoples, racialized individuals, women, LGBTQ2+ community members, and others.

Public job postings and application forms will be retained for three years as required under ESA regulations.