Senior ITSM Application Administrator - Freshservice (Remote)

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.

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.

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.

• 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.

• 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.

• 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.

• 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, including testing, validation, and interested party communication.

• Ensure the integrity, accuracy, and usability of the Freshservice and Device42 platforms through ongoing validation, data quality controls, and governance processes.
• Create and maintain comprehensive documentation, including technical specifications, process flows, and user guides.
• Stay ahead of ITSM platform capabilities and emerging technologies, develop a capabilities roadmap, and champion adoption of new features and vendor offerings.
• Apply AI capabilities within Service Management platforms, including Generative AI, predictive analytics, and virtual agents, to enhance user experience and operational outcomes.
• Other tasks related to ITSM as deemed vital by management

• 5 - 10+ years of progressive experience implementing, administering, engineering, and developing enterprise-scale ITSM platforms in complex environments.
• 3–5+ years in a lead, senior, or principal technical role with responsibility for platform architecture, integration strategy, technical governance, and cross-team leadership.
• Demonstrated ability to own and architect ITSM platforms end-to-end, including configuration, workflow automation, integrations, data model design, and performance optimization.
• Demonstrable experience defining and carrying out enterprise integration strategies, using REST/SOAP APIs, integration frameworks, ETL tools, and automation platforms to connect ITSM with identity, monitoring, CMDB, cloud, DevOps, or business systems.
• Experience with agentless/agent-based discovery methods, dependency mapping, and maintaining an accurate CMDB, including understanding of network protocols (SNMP, WMI, SSH) used to scan and classify infrastructure.
• Proficiency with scripting or development languages used for ITSM automation with the ability to design scalable automation and customizations.
• Deep understanding of ITIL, service management governance, CMDB/asset data structures, and protocols for maintaining accuracy, consistency, and platform sustainability.
• Hands-on experience leading platform upgrade cycles, release governance, environment strategy, testing and validation, and lifecycle management for enterprise platforms.
• Demonstrated leadership ability, including mentoring technical team members, establishing standards and guidelines, and influencing architectural direction across IT and business partners.
• Strong systems-thinking mentality capable of assessing platform capabilities, evaluating future-state options, and contributing to platform selection discussions (e.g., during RFP or technology transitions).
• Good communication skills capable of translating technical concepts for executives, collaborating with architects and product leaders, and guiding engineering teams confidently.
• Experience applying AI, automation, analytics, or predictive capabilities within ITSM platforms to improve workflow efficiency, service delivery, and user experience.
• Demonstrable ability to lead sophisticated technical initiatives independently, manage competing priorities, and deliver high-quality outcomes in large, fast-paced enterprise environments.

• Experience administering and integrating Atlassian products, including Jira and Confluence.
• Bachelor’s degree in information systems, Computer Science, or equivalent professional experience.
• Experience mentoring or providing technical leadership to other administrators or developers.

• High ethical standards, adaptability, and willingness to support evolving business needs.
• Flexibility to work additional hours as required and travel occasionally.
• High ethical standards, adaptability, and willingness to support evolving business needs, including occasional travel.
• Exhibits flexibility in response to changing demands, works additional hours as needed and is prepared to travel as required.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#LI-REMOTE

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information