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U.S. Anesthesia Partners
Application Support Analyst - Freshworks ITSM
Mid-Level
ServiceNow Role Type:
System Administrator
ServiceNow Modules:
IT Service Management
Integration Hub
Knowledge Management
Service Catalog
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Certified System Administrator
Job description
Posted on:
October 20, 2025
US Anesthesia Partners is seeking an Application Support Analyst to specialize in the Freshworks ITSM platform. The role focuses on system administration, workflow configuration, and platform enhancements, working closely with IT and business stakeholders to ensure long-term ITSM efficiency. The position is primarily remote, requiring candidates to live within a reasonable distance to the Dallas area.
Requirements
- Provides platform-level support and administration of the Freshworks ITSM environment.
- Understands and documents business requirements, configures workflows, creates forms, and administers the Freshworks platform.
- Configures and optimizes automation workflows, service catalog items, and business rules.
- Supports adoption of platform AI features (e.g., AI Copilot).
- Collaborates with business stakeholders and IT teams to test and validate enhancements, integrations, and new features.
- Develops and maintains knowledge base articles, training materials, and system documentation.
- Participates in platform upgrades, patch testing, and regression testing.
- Creates dashboards, analytics, and reports to provide visibility into ITSM performance.
- Works with IT leadership to recommend ITSM best practices.
Requirements Summary
Bachelor’s degree in relevant field or equivalent experience. 3-5 years IT support/ITSM admin experience. Hands-on experience with Freshworks or ServiceNow required. Strong ITIL practices familiarity is a plus
