ITSM Expert — Tool Administration

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you

Job Title:ITSM Platform Expert / Specialist (Freshservice Administration & ServiceNow Migration Lead)

Location: Remote

Employment Type:Contract

Pay Range: USD 20-22/hr

Position Title

ITSM Platform Expert / Specialist (Freshservice Administration & ServiceNow Migration Lead)

Role Summary

We are seeking an ITSM expert to own the day-to-day administration of our current ITSM platform (Freshservice) while leading the technical and functional transition to ServiceNow. This role bridges current-state operational stability with future-state platform strategy — the person will be accountable for keeping existing service management processes running without disruption while designing and executing the migration roadmap.

Key Responsibilities

Current Platform Ownership (Freshservice)

• Administer and maintain Freshservice: workflows, SLAs, ticket categorization, automation rules, and integrations
• Manage incident, problem, change, and service request modules end-to-end
• Maintain CMDB accuracy and asset lifecycle tracking within Freshservice
• Handle user provisioning, role-based access, and approval workflows
• Troubleshoot platform issues and act as escalation point for ITSM tooling problems

ServiceNow Transition

• Lead requirements gathering and gap analysis between Freshservice and ServiceNow capabilities
• Define the migration strategy: data migration approach, module sequencing (ITSM, CMDB, Change, Problem, Knowledge Management), and cutover plan
• Design ServiceNow workflows, business rules, and approval chains aligned to organizational process requirements
• Own data mapping and cleansing for CMDB/CI migration from Freshservice to ServiceNow
• Coordinate UAT cycles, parallel-run validation, and go-live readiness
• Manage the vendor/implementation partner relationship if ServiceNow is deployed via a partner
• Build and deliver training/enablement materials for end users and support teams on the new platform

Governance & Process

• Ensure ITIL-aligned process design across both platforms (incident, problem, change, request, knowledge, CMDB)
• Define and track ITSM KPIs/SLAs (MTTR, first-call resolution, SLA compliance, backlog aging)
• Maintain documentation: runbooks, configuration standards, and process flows for both tools
• Support audit and compliance reporting needs from ITSM data

Required Skills & Experience

• 5+ years hands-on ITSM tool administration experience, with demonstrated ownership of at least one platform (Freshservice, ServiceNow, Jira Service Management, or similar)
• Direct experience with Freshservice administration (workflows, automations, SLA management, CMDB)
• Direct experience with ServiceNow — either as an admin, implementation consultant, or migration lead (ITSM module minimum; CMDB/Discovery a plus)
• Prior experience leading or significantly contributing to a platform migration/transition project (tool-to-tool, not just a fresh implementation)
• Strong understanding of ITIL v3/v4 framework (Foundation certification preferred, Practitioner a plus)
• Experience with CMDB design, data mapping, and CI relationship modeling
• Familiarity with integrating ITSM tools with monitoring/observability, HR, and asset management systems

Preferred Qualifications

• ServiceNow certification (CSA – Certified System Administrator; CIS in ITSM a strong plus)
• Experience with scripting/automation within ServiceNow (Flow Designer, Business Rules, Script Includes)
• Exposure to Agile/DevOps-aligned service management practices
• Experience working in a multi-vertical or shared-services IT environment

Soft Skills

• Comfortable owning a legacy system while simultaneously building its replacement — no "wait for cutover" mentality
• Strong stakeholder communication — will interface with end users, IT leadership, and vendor teams
• Documentation discipline — this role needs to leave a clean audit trail across the transition

Success Metrics for the Role

• Zero disruption to BAU ticket operations during transition period
• Migration delivered against agreed phased timeline (module-by-module cutover)
• Post-migration SLA/KPI parity or improvement vs. Freshservice baseline
• CMDB data accuracy ≥95% post-migration
• User adoption/training completion rate for ServiceNow rollout

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.