New Balance · 13 hours ago
IT Service Management Engineer
Boston, MA Headquarters - (NB)
Full-time
Hybrid
Mid Level
$104K/yr - $156K/yrNew Balance is a company that has empowered people through sport and craftsmanship since 1906. They are seeking an IT Service Management Engineer to administer and optimize their Freshservice platform, ensuring it aligns with ITIL best practices and supports IT operations.
ApparelConsumer GoodsE-CommerceShoesSporting Goods
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
Benefits
Three options for medical insurance
Dental
Vision
Life insurance
401K
Online learning and development courses
Tuition reimbursement
$100 monthly student loan support
Various mentorship programs
$1,000 lifestyle reimbursement
4 weeks of vacations
12 holidays
Generous parental leave
Three options for medical insurance
Dental and vision insurance
Associate discount
401k
Short term disability
$300 lifestyle reimbursement
Associate discount
Company
New Balance
New Balance is a sports footwear and apparel brand that sells sneakers, shoes, and fitness clothing online and in retail stores.
Founded in 1906
10001+ employees
H1B Sponsorship
New Balance 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
2025 (5)
2024 (5)
2023 (3)
2022 (5)
2021 (5)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$0.08MKey Investors
Massachusetts Life Sciences Center
2020-10-15Grant· $0.08M
Leadership Team
Joe Preston
President & Chief Executive Officer
John Withee
CFO
Recent News
2026-01-24
2026-01-22
Company data provided by crunchbase