Remote Freshservice Administrator Jobs (NOW HIRING)

Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview
How you can make a difference
HealthEquity is transforming how we deliver IT services, and this role is at the center of that transformation. As a Manager, Applications Engineering, you will lead our IT Service Management platform on Freshservice. You will bring structure, automation, and modern tooling to how our teams request and receive IT support, while directly leading a small offshore team that helps you get there. This is a hands-on opportunity to shape a platform that touches nearly every teammate at HealthEquity, and to do it using the AI-enabled tools and automation that are changing how this work gets done.
What you'll be doing

• Serving as the primary Freshservice administrator: configuring ITSM, asset management, workflow automation, service catalog, SLAs, and reporting, and managing users and roles
• Directly supervising two offshore contractor team members: assigning and prioritizing work, setting performance expectations, conducting performance reviews, coaching, and addressing performance issues
• Designing, building, and maintaining integrations between Freshservice and third-party systems, ensuring secure and reliable data flow across our enterprise toolset
• Developing and maintaining project plans, migration runbooks, and status reporting to keep IT leadership and stakeholders informed of progress and risk
• Establishing platform configuration standards, governance, and change control to keep the Freshservice environment stable and well managed
• Partnering with process owners across IT and the business to translate service management needs into Freshservice configuration and automated workflows
• Applying AI-enabled tools and automation to streamline administration, speed up migration work, and improve recurring operational tasks
• Troubleshooting platform and integration issues, performing root cause analysis, and implementing corrective and preventive measures

What you will need to be successful

• Bachelor's degree in a business or technology-related field, or equivalent combination of education and experience
• 5-7 years of progressively responsible experience administering enterprise IT service management platforms, with hands-on experience in Freshservice or a comparable tool
• Experience building and maintaining integrations between ITSM platforms and third-party systems; experience with SailPoint, ADP, Monday.com is a plus
• Prior experience supervising staff or contractor resources, including offshore teams
• Comfort using AI-enabled tools to automate administrative tasks and accelerate delivery
• Strong project planning skills, with the ability to manage a migration plan, track risks and dependencies, and report status to stakeholders
• Excellent written and verbal communication skills, with the ability to translate business requirements into platform configuration
• Freshservice/Freshworks administrator certification preferred; ITIL certification preferred

#LI-Remote
This is a remote position.
Salary Range
$109,500 To $142,500.00 / year
Benefits & Perks
The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision

• HSA contribution and match

• Dependent care FSA match

• Uncapped paid time off

• Paid parental leave

• 401(k) match

• Personal and healthcare financial literacy programs

• Ongoing education & tuition assistance

• Gym and fitness reimbursement

• Wellness program incentives

Onboarding & Travel
This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.
Why work with HealthEquity
HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.
You belong at HealthEquity!
HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity - you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.
HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot's AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.
At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.
As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.
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