IT Service Management Platform Developer/Administrator

#LI-AM1 #LI-HybridResponsibilitiesWe are seeking an ITSM Platform Developer / Administrator to serve as a key technical resource within IT Operations. This role is responsible for designing, configuring, and continuously improving our Freshservice ITSM platform to enable scalable, ITIL-aligned service management.This role will expand into IT Asset Management (ITAM), IT Operations Management (ITOM), and Configuration Management (CMDB), helping establish foundational capabilities across each area. The ideal candidate combines strong technical expertise in automation, integration, and platform engineering with the ability to support and optimize day-to-day platform operations.Essential Functions and Primary DutiesIT Service Management: Own the design, configuration, and continuous improvement of the Freshservice platformDesign and implement end-to-end service catalog solutions, including forms, workflows, approvals, routing, and automated fulfillmentDevelop and maintain integrations using APIs, webhooks, and middleware to extend platform capabilitiesEvaluate, test, and implement new platform features, modules, and enhancementsEstablish platform standards, including workflow design, naming conventions, and data governance practicesBuild automation solutions to reduce manual effort and improve service delivery efficiencyDocument configurations, workflows, and integrations to support knowledge transfer and long-term sustainability IT Asset Management:Design and deploy Device42 integration for automated asset discovery and infrastructure visibilityDesign and implement ITAM capabilities within Freshservice, including hardware and software asset tracking, lifecycle workflows, and procurement integrationBuild and administer asset lifecycle workflows: procurement, assignment, maintenance, and dispositionDevelop asset reporting, reconciliation processes, and automated discovery synchronization IT Operations Management:Design and implement ITOM capabilities, including discovery, event management, and orchestrationIntegrate monitoring and alerting tools to enable centralized event management, alert correlation, and noise reductionDevelop automation runbooks and workflows to streamline operational tasks and incident responseBuild service health dashboards and operational views for critical business servicesDefine event classification and routing logic to improve response times and operational efficienc Configure Management Database:Define and implement the CMDB data model, including CI classes, attributes, and relationship mappingBuild and maintain configuration records for critical infrastructure, applications, and servicesEstablish data quality controls, validation rules, and governance practices to ensure CMDB accuracyDevelop service mapping capabilities to support impact analysis for Change and Major Incident ManagementPartner with technical teams to align CMDB structure with real-world service architecture Preferred Qualifications8+ years of experience administering or developing on ITSM platforms (e.g., Freshservice, ServiceNow, Jira Service Management)Proven experience building or maturing ITSM platforms in a growing or evolving environmentHands-on experience implementing ITAM capabilities, including asset discovery, lifecycle management, and inventory controlExperience implementing ITOM capabilities (discovery, event management, orchestration)Experience designing and building CMDBs, including CI modeling, service mapping, and data governanceStrong integration experience using REST APIs, webhooks, OAuth, and middleware toolsProficiency in scripting languages such as JavaScript, Python, or PowerShellFamiliarity with AI-enabled ITSM capabilities (e.g., virtual agents, auto-classification, recommendations)ITIL v4 Foundation certification or strong working knowledge of ITIL practicesStrong documentation and communication skills, with the ability to translate technical concepts into business valueQualificationsMinimum QualificationsCollege Degree or equivalent6 years related experienceExpert technical knowledgeKnowledge of industry regulationsAbility to lead and coordinate the team activities of othersAbility to formulate, document and recommend new policies and proceduresAble to work in and lead a teamDemonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externallyAbility to travel as required by business and on-call availabilityCompanyCBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.
CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.
Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.