ITSM Platform Administrator

Overview:

The ITSM Platform Administrator is responsible for the implementation, operations, and maintenance of the Freshservice ITSM platform. This role involves configuring and customizing the Freshservice platform to meet the organization's needs, managing integrations with other systems, and providing technical support for the platform. The administrator will serve as the subject matter expert and advisor for projects related to ITSM services. Additionally, the Administrator provides direct technical support in problem management, integration, and systems maintenance of the Freshservice platform. 

Why Lifeway? 

Lifeway is a place where you can bring your faith and work experience to join in the most important mission in the world: making disciples of Jesus Christ. Whether you’re a creator or storyteller, data guru or problem-solver, or anywhere in between, if you’re passionate about serving the church, we have a place for you. Lifeway has a strong Work from Anywhere (WFA) culture that is deeply focused on our mission and values. While headquartered in Nashville, TN, many of our positions are remote-eligible and have autonomy and flexibility with work hours. We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace. We believe building relationships and community is essential to how we work together, so Lifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team members. Full-time employees are eligible for enrollment in our comprehensive benefits plans including healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more. If this sounds like a place where you would be excited to serve the kingdom of God, we would love for you to join our team.

Learn more about our culture at team.lifeway.com/culture-code 

This is a remote position in the U.S. with occasional travel to Nashville for in-person team gatherings. #LI-Remote 

• Manage and maintain the Freshservice ITSM platform, including user accounts, roles, permissions, and integrations with other tools and systems.
• Configure and optimize incident, problem, change, and service request workflows to ensure efficient ticket resolution and SLA compliance. 
• Design, implement, and maintain custom forms, fields, automations, workflows, and service catalog items tailored to business needs.
• Collaborate with stakeholders to identify opportunities for process improvement and translate requirements into ITSM solutions. 
• Configure and manage integrations between Freshservice and other enterprise tools, such as Active Directory, communication tools, and monitoring systems, to streamline workflows and improve efficiency. 
• Act as the primary point of contact for escalations related to the Freshservice platform and troubleshoot complex issues. 
• Manage and optimize the Freshservice Knowledge Base and Self-Service Portal to improve end-user adoption and reduce support requests. 

Minimum Education Required:

• Bachelor’s degree in computer science, Information Technology, Engineering, Business Administration or equivalent experience

Minimum Required Experience (Type and Years):

• 3+ years administration of an ITSM platform, workflow/process system, or similar application/platform 
• 2+ years designing and leading IT Process Management, IT Service Delivery, or IT Solution Delivery 

Required Knowledge, Skills, and Other Abilities:

• Subject matter expertise in ITSM software (Freshservice preferred) 

• Excellent verbal and written communication skills, able to speak directly and professionally. 

• Team player. 

• Strong relationship management, customer service, and communication skills  

• Ability to communicate technical information, both verbal and written to a wide range of end-users  

• Experience researching, analyzing and interpreting automated system problems  

• Technical documentation skills 

• Strong analytical and organizational skills 

• Excellent problem-solving ability 

Preferred Skills, Experience and Education:

• ITIL 4 Foundation certfication preferred