{"id":4302899,"url":"https://alion.io/job/albemarle-itsm-administratordeveloper","title":"ITSM Administrator/Developer","company":{"id":1903284,"name":"Albemarle","domain":"albemarle.com","url":"https://alion.io/company/albemarle-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":95,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":83,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Administrative","role_family":"Administrative","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot Studio","optional":false},{"name":"IAM","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"PowerShell","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"UiPath","optional":false}],"status":"live","first_seen_at":"2026-08-31T00:00:00Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-11-14T13:04:48Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"Be an essential element to a brighter future.\nWe work together to transform essential resources into critical ingredients for mobility, energy, connectivity and health. Join our values-led organization committed to building a more resilient world with people and planet in mind. Our core values are the foundation that make us successful for ourselves, our customers and the planet.\nJob Description\nAlbemarle is hiring for a ITSM Administrator/Developer. This position is hybrid and located in Bangalore, India.\nThe 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).\nThe role blends two hats:\nAdministrator - configuring, securing, and maintaining the workspace and account environment so agents have the right access, tools, and workflows to deliver service.\nDeveloper - 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.\nIt 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.\nWhat You Will Do\nAdministration & Configuration\nConfigure and maintain workspaces (branding, business hours, SLAs/OLAs, service catalogs, custom fields, forms, and templates) tailored to departmental needs.\nManage agents, groups, roles, and RBAC; configure the Change Advisory Board (CAB) for change processes.\nAdminister all Freshservice modules and monitor platform health, troubleshooting performance and proactively addressing risks.\nReview Freshworks biannual/product release notes, test updates in sandbox, re-activate/republish affected configurations, and communicate changes to agents and end users.\nDevelopment & Automation\nDesign, build, and test automations in the DEV environment following the naming convention (Module - Trigger - Action), testing every condition branch and failure scenario before submission.\nComplete pre-work documentation and DEV-to-PROD promotion checklists; submit via Freshservice change requests with test evidence for central-team review.\nOwn and maintain automations post-production across their full lifecycle.\nIntegrations\nBuild 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.\nCoordinate with IAM, IT Security, Infrastructure, HRIS, and vendor teams (Freshworks, Infosys, Aisera) to configure and validate integrations securely.\nKnowledge, Analytics & Continuous Improvement\nBuild meaningful dashboards, KPIs, and SLA/analytics reports; drive process standardization, adoption, and automation opportunities.\nConfigure Announcements for centralized service communication.\nWhat You Bring\nRequired:\n4-7+ 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.\nDemonstrable experience configuring ITIL-aligned processes: Incident, Problem, Change, Release, Request Fulfillment, Knowledge, and Configuration/Asset Management.\nProven track record building automations in Workflow Automator (including approvals, multi-step workflows, and external integrations).\nScripting/integration experience - PowerShell for AD/Entra orchestration and REST API / OAuth-based integrations (Workday, UiPath, SAP, Exchange, SharePoint).\nWorking knowledge of CMDB/ITAM concepts and tools such as Device42.\nPreferred:\nITIL v3/v4 Foundation certification; Freshservice/Freshworks Academy certifications (Fundamentals, Workflow Automator - Getting Started & Advanced Logic, SR & Catalogue Management, Reporting & Audit Logs).\nExposure to AI/GenAI service agents (Aisera, Freddy AI, Copilot Studio, MCP Server) and RAG-based knowledge retrieval.\nExperience operating within a federated/governed automation model with DEV/PROD separation, change-controlled promotions, and central review tiers.\nStrong documentation, stakeholder management, and cross-functional collaboration skills in a global, multi-vendor environment.\nBenefits of Joining Albemarle\nCompetitive compensation\n\nComprehensive benefits package\n\nA diverse array of resources to support you professionally and personally.\n\nWe are partners to one another in pioneering new ways to be better for ourselves, our teams, and our communities. When you join Albemarle, you become our most essential element and you can anticipate competitive compensation, a comprehensive benefits package, and resources that foster your well-being and fuel your personal growth. Help us shape the future, build with purpose and grow together.","description_format":"text","description_chars":5217,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Advanced Materials","Chemical Manufacturing"],"lifecycle":[{"event":"open","at":"2026-11-14T04:39:35Z"}],"visa":[],"liveness":{"score":49,"band":"ok","label":"Likely open","p_open":1,"p_active":0.816,"p_room":0.6,"age_days":75,"expected_fill_days":83,"reasons":["conf:1","win:late","crowd:"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/albemarle-itsm-administratordeveloper","json_url":"https://alion.io/job/albemarle-itsm-administratordeveloper.json","meta":{"generated_at":"2026-11-14T16:00:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17995,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1903284},"rest":"https://alion.io/mcp/rest/get_company?id=1903284"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falbemarle-itsm-administratordeveloper"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falbemarle-itsm-administratordeveloper"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falbemarle-itsm-administratordeveloper"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/albemarle-itsm-administratordeveloper\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falbemarle-itsm-administratordeveloper"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4302899}},{"tool":"search_jobs","arguments":{"company":"albemarle.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4302899},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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