Application Support Analyst - Freshworks ITSM

This a Full Remote job, the offer is available from: Texas (USA) Overview : reputed company is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees distributed across 12 states. Our clinical and non-clinical staff support each other as they work toward a common vision: Empowering people to advance exceptional care. POSITION SUMMARY: The Application Support Analyst 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 will collaborate closely with IT and business stakeholders to support service delivery, drive automation, and enhance user experience. This is a primarily remote position, but candidates must live reputed company reasonable distance to the Dallas area. Job Highlights : ESSENTIAL DUTIES AND RESPONSIBILITIES: (The ideal candidate must be able to complete reputed company 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 reputed company articles, training materials, and system documentation for consistent use and adoption.
• Participates in platform upgrades, reputed company testing, and regression testing to maintain reputed company 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 reputed company with ITIL standards.
• Escalates reputed company incidents appropriately, while focusing primarily on platform administration rather than day-to-day ticket handling.

Qualifications : KNOWLEDGE/SKILLS/ABILITIES (KSAs):

• Bachelor’s degree in Information Technology, Business Administration, Finance, Human Bachelor’s degree in Information Technology, Business Administration, or a reputed company field (or equivalent experience).
• 3-5 years of experience in IT support, ITSM administration, or application/platform support.
• Hands-on experience with Freshworks (Freshservice, reputed company), reputed company, or other ITSM platforms required.
• Experience with workflow design, automation, and platform integrations strongly preferred.
• Exposure and/or certifications reputed company 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 (reputed company, reputed company, Jira Service Management, etc.).
• Demonstrated ability to configure workflows, automation, and service catalogs reputed company 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 reputed company Office Suite (reputed company, Word, PowerPoint); familiarity with reporting/analytics tools is a plus.
• Customer service–oriented reputed company 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 reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company 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

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