US Anesthesia Partners · 4 days ago
Application Support Analyst - Freshworks ITSM
Dallas, TX
Full-time
Hybrid
Mid Level
3+ years expUS Anesthesia Partners is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees across 12 states. The Application Support Analyst specializes in the Freshworks ITSM platform, focusing on maintaining and optimizing the service management system while collaborating with IT and business stakeholders to enhance user experience and service delivery.
EducationHealth Care
Responsibilities
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
Qualification
Required
Bachelor's degree in Information Technology, Business Administration, 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, Freshdesk), ServiceNow, or other ITSM platforms required
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, PowerPoint); familiarity with reporting/analytics tools is a plus
Customer service–oriented mindset with a collaborative, team-focused approach to problem-solving
Preferred
Experience with workflow design, automation, and platform integrations strongly preferred
Exposure and/or certifications related to ITIL practices, service catalog design, and reporting dashboards is a plus
Familiarity with AI-enabled support tools, workflow automation, or ITIL practices preferred
Company
US Anesthesia Partners
US Anesthesia Partners is a single-specialty physician services organization that provides practice management services.
5001-10000 employees
H1B Sponsorship
US Anesthesia Partners has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Robert J Coward
Chief Executive Officer
Recent News
Company data provided by crunchbase