Senior ITSM Application Administrator - Freshservice

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson , a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.
Senior ITSM Application Administrator - Freshservice

Ferguson is seeking a highly skilled Senior ITSM Application Administrator to join our IT Service Management team. This role is responsible for the build, configuration, optimization, integrations, and lifecycle management of the platform, while also providing technical leadership, governance, and continuous improvement across service management capabilities. ideal candidate has deep expertise in Freshservice and Device42 or equivalent experience. They are proficient across Freshservice, Device42 or equivalent experience, and Atlassian platforms. They embrace automation, AI, and evolving ITSM methods. The ideal candidate brings deep technical expertise, a passion for quality, and the ability to collaborate effectively across teams.

Location: This role is approved to be fully remote and can be based anywhere in the United States.
Key Responsibilities:
Platform Leadership & Architecture

- Serve as the technical lead and domain expert for the Freshservice and Device42 platform, including ITSM, CMDB/Configuration Management, Event Management, Service Mapping, and custom application development.

- Be responsible for the overall Freshservice and Device42 platform architecture, establishing standards, protocols, and governance to ensure scalability, performance, and long-term sustainability.

- Identify system deficiencies, recommend solutions, and drive platform optimization initiatives.

Configuration, Development & Automation

- Design, configure, and customize Freshservice and Device42 applications, including workflows, forms, business rules, UI policies, UI actions, and scripted solutions to meet business requirements.

- Design and develop advanced server-side and client-side customizations to enable automation and operational efficiency.

- Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions to support automation and third-party integrations.

Integrations & Cross-Platform Collaboration

- Build and maintain integrations with external systems, including third-party applications, CMDB data sources, Active Directory, and monitoring tools.

- Collaborate across Freshservice, Device42 and Atlassian environments (Jira and Confluence) to support aligned service management workflows and future-state integration opportunities.

Service Portal, Reporting & Analytics

- Create and maintain Freshservice Service Portal pages, widgets, and user interface enhancements.

- Develop custom reports, dashboards, and Performance Analytics to track KPIs, platform health, and service performance.

Release, Support & Lifecycle Management

- Manage the promotion of code and configuration changes across development, test, and production environments using DevOps and source control best practices.

- Provide second-level platform support, including incident resolution, root cause analysis, and implementation of permanent fixes.

- Plan and execute Freshservice and Device42 platform upgrades, patching, and hotfixes, inclu