IT Service Management Platform Developer – Administrator
Cleveland, Ohio, United States of America
Full Time
3 hours ago
Visa Sponsor
About this role
Role Overview
Own the design, configuration, and continuous improvement of the Freshservice platform
Design and implement end-to-end service catalog solutions, including forms, workflows, approvals, routing, and automated fulfillment
Develop and maintain integrations using APIs, webhooks, and middleware to extend platform capabilities
Evaluate, test, and implement new platform features, modules, and enhancements
Establish platform standards, including workflow design, naming conventions, and data governance practices
Build automation solutions to reduce manual effort and improve service delivery efficiency
Document configurations, workflows, and integrations to support knowledge transfer and long-term sustainability
Design and deploy Device42 integration for automated asset discovery and infrastructure visibility
Design and implement ITAM capabilities within Freshservice, including hardware and software asset tracking, lifecycle workflows, and procurement integration
Build and administer asset lifecycle workflows: procurement, assignment, maintenance, and disposition
Develop asset reporting, reconciliation processes, and automated discovery synchronization
Design and implement ITOM capabilities, including discovery, event management, and orchestration
Integrate monitoring and alerting tools to enable centralized event management, alert correlation, and noise reduction
Develop automation runbooks and workflows to streamline operational tasks and incident response
Build service health dashboards and operational views for critical business services
Define event classification and routing logic to improve response times and operational efficiency
Define and implement the CMDB data model, including CI classes, attributes, and relationship mapping
Build and maintain configuration records for critical infrastructure, applications, and services
Establish data quality controls, validation rules, and governance practices to ensure CMDB accuracy
Develop service mapping capabilities to support impact analysis for Change and Major Incident Management
Partner with technical teams to align CMDB structure with real-world service architecture
Requirements
College Degree or equivalent
6 years related experience
Expert technical knowledge
Knowledge of industry regulations
Ability to lead and coordinate the team activities of others
Ability to formulate, document and recommend new policies and procedures
Able to work in and lead a team
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
Ability to travel as required by business and on-call availability