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Job Description
Albemarle is hiring for a ITSM Administrator/Developer. This position is hybrid and located in Bangalore, India.
The Freshservice Developer & Administrator owns the configuration, automation, integration, and day-to-day administration of Albemarle's enterprise ITSM platform. Following the transition of Service Management from ServiceNow to Freshworks — this role is central to sustaining and scaling the platform across IT and business workspaces (HR, Facilities, Supply Chain, Finance, Procurement, Manufacturing & Engineering, Accounts Payable etc).
The role blends two hats:
Administrator — configuring, securing, and maintaining the workspace and account environment so agents have the right access, tools, and workflows to deliver service.
Developer — designing, building, testing, and promoting automations within the federated "DEV-to-PROD" governance model, where individual IT teams build in a controlled DEV environment and a central team governs, reviews, and promotes to production.
It supports Albemarle's broader strategic direction of Digital Transformation through automation as the foundation for AI-driven processes, including Freshservice as the "front door" to HR and other functions.
What You Will Do
Administration & Configuration
Configure and maintain workspaces (branding, business hours, SLAs/OLAs, service catalogs, custom fields, forms, and templates) tailored to departmental needs.
Manage agents, groups, roles, and RBAC; configure the Change Advisory Board (CAB) for change processes.
Administer all Freshservice modules and monitor platform health, troubleshooting performance and proactively addressing risks.
Review Freshworks biannual/product release notes, test updates in sandbox, re-activate/republish affected configurations, and communicate changes to agents and end users.
Development & Automation
Design, build, and test automations in the DEV environment following the naming convention (Module – Trigger – Action), testing every condition branch and failure scenario before submission.
Complete pre-work documentation and DEV-to-PROD promotion checklists; submit via Freshservice change requests with test evidence for central-team review.
Own and maintain automations post-production across their full lifecycle.
Integrations
Build and support integrations for onboarding/offboarding (Workday → Freshservice Journeys), user/AD group provisioning, mailbox/distribution-group management, RPA-driven ticket automation, and CMDB sync with Device42.
Coordinate with IAM, IT Security, Infrastructure, HRIS, and vendor teams (Freshworks, Infosys, Aisera) to configure and validate integrations securely.
Knowledge, Analytics & Continuous Improvement
Build meaningful dashboards, KPIs, and SLA/analytics reports; drive process standardization, adoption, and automation opportunities.
Configure Announcements for centralized service communication.
What You Bring
Required:
4–7+ years in IT Service Management, with 2+ years hands-on Freshservice administration and/or development (Enterprise plan preferred). Prior ServiceNow experience is a strong plus given the migration context.
Demonstrable experience configuring ITIL-aligned processes: Incident, Problem, Change, Release, Request Fulfillment, Knowledge, and Configuration/Asset Management.
Proven track record building automations in Workflow Automator (including approvals, multi-step workflows, and external integrations).
Scripting/integration experience — PowerShell for AD/Entra orchestration and REST API / OAuth-based integrations (Workday, UiPath, SAP, Exchange, SharePoint).
Working knowledge of…