IT Service Management Platform Administrator
CBIZ

We are seeking a highly technical ITSM Platform Administrator with deep, hands-on experience administering and optimizing ITSM platforms. This individual will serve as the end-to-end owner of the ITSM platform (Freshservice), responsible for designing, configuring, automating, integrating, and continuously improving the system to support ITIL-aligned service management practices.

Essential Functions and Primary Duties

• Own, administer, and continuously improve the ITSM platform, ensuring optimal performance, scalability, and usability
• Design, configure, customize, and optimize ITSM workflows, automation, forms, and integrations
• Translate ITIL-aligned processes into effective system configurations that work in real-world operations
• Evaluate, test, and implement new platform features, modules, and capabilities
• Leverage APIs, webhooks, and automation tools to enhance system functionality and integrations
• Drive root cause analysis related to platform issues and implement long-term fixes
• Build and maintain dashboards, reports, and data insights to support operational and executive decision-making
• Advise IT leadership on enhancement opportunities and continuous improvement initiatives
• Maintain strong documentation standards for configurations, processes, and procedures
• Communicate technical concepts clearly to both technical and non-technical stakeholders
• Manage vendor relationships and stay current on platform updates, roadmaps, and best practices
• Lead or coordinate activities of others as needed to support platform governance and improvements

Preferred Qualifications

• 8+ years of experience administering ITSM platforms
• Experience with Freshservice ITSM platform strongly preferred
• Strong knowledge of ITSM concepts and ITIL-aligned practices
• Proven ability to configure, customize, and optimize ITSM workflows and automation
• Strategic mindset with strong problem-solving skills; able to anticipate gaps, dependencies, and risks
• Strong skills in dashboard/report development and data analysis
• Experience advising on platform enhancements and continuous improvement initiatives
• Ability to manage vendor relationships and evaluate platform capabilities
• Excellent troubleshooting, documentation, and communication skills

Minimum Qualifications

• 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

#LI-AM1 #LI-Hybrid

ABOUT US

CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

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