ITSM Administrator/Developer

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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