ITSM Administrator/Developer

About 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).

What you'll do

• 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)

What you need

• 4–7 yrs of experience
• REST APIs
• ServiceNow
• RPA
• ITIL
• Workday
• SAP
• Any graduate

Good to have

• LLMs
• PowerShell
• IAM
• HRMS
• Branding
• Accounts payable