IT Service Management Engineer

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

We are seeking a skilled IT Service Management (ITSM) Engineer to administer and optimize our Freshservice platform, ensuring it effectively supports our IT operations and aligns with ITIL best practices. The ideal candidate will have hands-on experience in configuring workflows, designing automations, performing platform maintenance, and implementing enhancements that improve service delivery and end-user experience. This role requires both technical expertise and a strong understanding of IT service management processes.

MAJOR ACCOUNTABILTIES:

• Platform Administration & Configuration
• - Administer and maintain the Freshservice ITSM platform, ensuring optimal performance, availability, and reliability
• -Configure, update, and optimize workflows, service request forms, and automation rules to streamline IT processes.
• - Manage user roles, permissions, and access controls to maintain data integrity and security.
• - Implement custom fields, forms, and service catalog items to meet evolving business needs.
• - Monitor platform performance and troubleshoot configuration or integration issues. Workflow & Automation Management
• - Design and implement automation rules, triggers, and service-level agreements (SLAs) to improve operational efficiency.
• - Configure approval workflows and escalation processes to ensure timely resolution of incidents and requests.
• - Leverage Freshservice automation capabilities to reduce manual tasks and improve service delivery speed. Maintenance & Enhancements
• - Apply updates, patches, and enhancements in line with vendor best practices.
• - Continuously evaluate and recommend improvements to Freshservice configurations to support business requirements.
• - Conduct regular platform audits to ensure data cleanliness, accuracy, and compliance. Reporting & Analytics
• - Develop and maintain custom dashboards and reports to monitor KPIs, SLAs, and service performance.
• - Provide actionable insights from platform analytics to improve IT service delivery and decision-making.
• Stakeholder Collaboration
• - Work closely with IT teams, process owners, and business stakeholders to gather requirements and translate them into platform configurations.
• - Assist in onboarding and training IT staff on Freshservice functionalities and best practices.
• - Serve as the subject matter expert for Freshservice capabilities, advising on process improvements and ITIL alignment. ITIL & Industry Standards
• - Ensure platform configuration and workflows align with ITIL processes (Incident, Problem, Change, Asset, and Knowledge Management).
• - Support IT governance, risk, and compliance initiatives by ensuring platform adherence to company policies and industry standards.

REQUIREMENTS FOR SUCCESS:

• -Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• - Proven experience administering Freshservice or similar ITSM platforms (ServiceNow, Jira Service Management, Cherwell, etc.).
• - Strong understanding of ITIL frameworks and ITSM best practices.
• - Proficiency in configuring workflows, automations, and reporting in a SaaS-based ITSM platform.
• - Excellent communication skills, problem-solving, troubleshooting, and analytical skills.
• - Strong communication skills with the ability to work effectively across technical and non-technical teams. Preferred
• - ITIL Foundation certification or higher.
• - Experience with Freshservice APIs, integrations, and scripting.
• - Knowledge of asset management, CMDB structures, and discovery tools.
• - Experience in change management and process improvement initiatives.

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.