ITSM Administrator/Developer

Overview

Freshservice Developer & Administrator responsible for configuring, automating, integrating, and administering Albemarle’s enterprise ITSM platform.

What you'll do

• Configure and maintain Freshservice workspaces, including branding, business hours, SLAs/OLAs, service catalog, and forms/templates.
• Administer Freshservice modules and monitor platform health, troubleshooting performance and risks.
• Design, build, test, and promote workflow automations within a governed DEV-to-PROD model.
• Build and support integrations for onboarding/offboarding, AD/Entra provisioning, RPA-driven ticket automation, and Device42 CMDB sync.
• Create dashboards, KPIs, and SLA compliance reporting for knowledge and analytics.
• Operate a sandbox-first approach by testing configurations before syncing to production.

What you'll need

• 4–7+ years in IT Service Management.
• 2+ years hands-on Freshservice administration and/or development (Enterprise plan preferred).
• Experience configuring ITIL-aligned processes including Incident, Problem, Change, Release, Request Fulfillment, Knowledge, and Configuration/Asset Management.
• Proven automation development experience in Workflow Automator (including approvals and multi-step workflows).
• PowerShell scripting for AD/Entra orchestration and REST API/OAuth-based integrations.
• Working knowledge of CMDB/ITAM concepts and tools such as Device42.

Details

• Location: Banglore, India.