ITSM Administrator/Developer

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Job Description

The Role

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.

Key Skill Set

Platform & Administration

• 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).
  
  

Automation & Development

• 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.
  
  

Integrations & APIs

• 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.
  
  

Governance, Knowledge & Analytics

• 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.
  
  

Soft Skills

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

What will you be doing

Administration & Configuration

• 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.
  
  

Development & Automation

• 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.
  
  

Integrations

• 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.
  
  

Knowledge, Analytics & Continuous Improvement

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

Essential

Who you are:

• 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.
  
  

Desirable

• 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.
  
  

Benefits Of Joining Albemarle

• Competitive compensation
• Comprehensive benefits package
• A diverse array of resources to support you professionally and personally.
  
  

We are partners to one another in pioneering new ways to be better for ourselves, our teams, and our communities. When you join Albemarle, you become our most essential element and you can anticipate competitive compensation, a comprehensive benefits package, and resources that foster your well-being and fuel your personal growth. Help us shape the future, build with purpose and grow together.