FreshService Administrator at Gifthealth Inc – Columbus, Ohio

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

The FreshService Administrator is responsible for the administration, configuration, optimization, and ongoing operation of the FreshService IT Service Management (ITSM) platform. This role ensures the platform effectively supports incident management, service requests, asset management, automation workflows, reporting, and IT service operations across the organization.

This position works closely with IT Support, IT Operations, Engineering, Security, and business stakeholders to improve service delivery, automate operational processes, and maintain platform reliability, governance, and data integrity. The FreshService Administrator plays a key role in operational efficiency, workflow automation, reporting, and lifecycle management within the IT organization.

• Administers and maintains the FreshService platform including configuration, workflows, automations, and service catalog management
• Designs and implements ITSM processes including incident, problem, change, request, and asset management workflows within FreshService
• Manages and maintains system integrations between FreshService and identity platforms, communication tools, and internal business systems
• Monitors platform performance, data integrity, system usage, and platform security and access controls
• Develops dashboards, reporting, and analytics to support IT operations, service desk performance, and service management metrics
• Provides platform support, troubleshooting, documentation, and training for IT staff and internal system users
• Identifies and implements platform improvements, workflow automation, systems integrations, and platform upgrades to improve operational efficiency
• Owns IT asset lifecycle tracking and asset management processes within FreshService
• Maintains CMDB structure, service relationships, and configuration data accuracy
• Develops and maintains service catalog items, approval workflows, and request automation
• Builds and maintains automation workflows to improve IT and business operational efficiency
• Supports IT Support and IT Operations teams by improving workflows, automation, and reporting
• Develops and maintains IT service management reporting, KPIs, and service metrics
• Ensures ITSM platform governance, data quality, and process consistency
• Supports change management workflows and approval processes
• Works with Engineering, Security, and Operations teams to integrate systems into FreshService
• Documents workflows, platform configuration, and system integrations
• Participates in IT process improvement and service management maturity initiatives
• Other duties as assigned

• Education: Bachelor’s degree in information technology, computer science, information systems, or related field OR equivalent professional experience administering ITSM platforms
• Licensure/Certification:
• ITIL Foundation Certification (Preferred)
• FreshService Administrator Certification (Preferred)
• Service Management or IT Operations certifications (Preferred)
• Experience:
• 3–5 years of experience administering an ITSM platform (FreshService, ServiceNow, Jira Service Management, etc.) (Required)
• Experience building and configuring workflows, automations, and service catalogs (Required)
• Experience supporting IT Operations and Service Desk environments (Required)
• Experience managing IT asset management / CMDB systems (Required)
• Direct FreshService administration experience (Preferred)
• Experience implementing ITIL-aligned service management processes (Preferred)
• Experience integrating SaaS systems via APIs (Preferred)
• Knowledge, Skills, & Abilities:
• Knowledge of IT Service Management (ITSM) frameworks (e.g., ITIL); FreshService platform architecture and administration; incident, problem, change, and service request workflows; SaaS administration and enterprise system configuration; and identity and access management concepts (Required)
• Knowledge of IT asset management (ITAM); CMDB management and service mapping; API integrations and workflow automation tools; and IT operations and support environments (Preferred)
• FreshService configuration and workflow design skills (Required)
• Process documentation and system governance skills (Required)
• Troubleshooting SaaS platform issues skills (Required)
• Data reporting and dashboard creation skills (Required)
• Stakeholder communication and technical support skills (Required)
• API integration and scripting skills (Preferred)
• Automation platform configuration skills (Preferred)
• ITSM process improvement initiatives skills (Preferred)
• Project management skills (Preferred)
• Ability to translate operational requirements into system configuration (Required)
• Ability to manage multiple priorities and system requests (Required)
• Ability to analyze operational data and recommend improvements (Required)
• Ability to communicate technical concepts to non-technical stakeholders (Required)
• Ability to lead ITSM platform improvements (Preferred)
• Ability to support change management initiatives (Preferred)
• Ability to design scalable workflows and automation (Preferred)

Work Environment

• Location: Hybrid/ Remote
• Schedule: 8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business.
• Regular meetings with internal IT Operations, Service Desk, Security & Compliance, Engineering/Development, and business operation leaderships teams. This role may also have meetings with external network Freshworks (FreshService) vendor, integration partner, and IT consultant representatives.

• Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
• Must be able to work on a computer for the entire shift
• Must be able to attend virtual meetings with cross-functional teams

Status: Full-time
FLSA: Exempt

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.