US Anesthesia Partners is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees distributed across 10 states. Our clinical and non-clinical staff support each other as they work toward a common vision: Forging a better future by empowering people to advance exceptional care.

POSITION SUMMARY: The Application Support Analyst – Freshworks ITSM specializes in the Freshworks ITSM platform and plays a key role in maintaining, configuring, and optimizing our enterprise service management system. Unlike a traditional service desk agent role focused on ticket resolution, this position emphasizes system administration, workflow configuration, business requirement analysis, and platform enhancements to ensure long-term ITSM efficiency. The Application Support Analyst – Freshworks ITSM will collaborate closely with IT and business stakeholders to support service delivery, drive automation, and enhance user experience. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: (The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation) 

• Provides platform-level support and administration of the Freshworks ITSM environment, ensuring system stability and reliability. 

• 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 to improve ITSM processes. 

• Supports adoption of platform AI features (such as AI Copilot) to streamline ticket resolution, self-service, and workflow automation. 

• 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 for consistent use and adoption. 

• Participates in platform upgrades, patch testing, and regression testing to maintain integrity and functionality. 

• Creates dashboards, analytics, and reports to provide visibility into ITSM performance, metrics, and SLAs. 

• Partners with IT leadership to recommend ITSM best practices aligned with ITIL standards. 

• Escalates complex incidents appropriately, while focusing primarily on platform administration rather than day-to-day ticket handling. 

KNOWLEDGE/SKILLS/ABILITIES (KSAs): 

• Bachelor’s degree in information technology, business administration, finance, human resources, or a related field (or equivalent experience). 

• 3-5 years of experience in IT support, ITSM administration, or application/platform support. 

• Hands-on experience with Freshworks (Freshservice and Freshdesk), ServiceNow, or other ITSM platforms is required. 

• Experience with workflow design, automation, and platform integrations is strongly preferred. 

• Exposure and/or certifications related to ITIL practices, service catalog design, and reporting dashboards is a plus. 

• Strong understanding of IT Service Management (ITSM) concepts and platforms, preferably Freshworks or similar (ServiceNow, Zendesk, Jira Service Management, etc.). 

• Demonstrated ability to configure workflows, automation, and service catalogs within an ITSM tool. 

• Strong problem-solving and analytical skills, with the ability to identify root causes and deliver long-term solutions. 

• Excellent verbal and written communication skills to engage with both technical teams and business stakeholders. 

• High attention to detail with proven ability to manage multiple priorities in a fast-paced environment. 

• Proficiency in Microsoft Office Suite (Excel, Word, and PowerPoint); familiarity with reporting/analytics tools is a plus. 

• Customer service-oriented mindset with a collaborative, team-focused approach to problem-solving. 

• Familiarity with AI-enabled support tools, workflow automation, or ITIL practices preferred. 

*The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Occasional Standing 

• Occasional Walking 

• Frequent Sitting 

• Frequent hand, finger movement 

• Use office equipment (in office or remote)  

• Communicate verbally and in writing