FreshService Admin

About Company :

GSPANN is a global IT services and consultancy provider headquartered in Milpitas, California (U.S.A.). With five global delivery centers across the globe, GSPANN provides digital solutions that support the customer buying journeys of B2B and B2C brands worldwide.

With a strong focus on innovation and client satisfaction, GSPANN delivers cutting-edge solutions that drive business success and operational excellence. GSPANN helps retail, finance, manufacturing, and high-technology brands deliver competitive customer experiences and increased revenues through our solution delivery, technologies, practices, and operations for each client. For more information, visit www.gspann.com

Skill: FreshService ITIL Admin

Experience: 8+ Years

Location: Hyderabad

Mode: Full Time-Night Shift-WFO

Must have Skills:

FreshService, ITIL, ITSM, Problem Management, Change Management

Role and Responsibilities:

• Configure and maintain the FreshService platform according to organizational needs, ensuring effective incident, problem, change, and service request management.
• Administer user access, roles, permissions, and approval workflows within FreshService.
• Design and implement automation rules, SLAs, and notifications to streamline processes and improve operational efficiency.
• Monitor system performance and resolve any issues related to the FreshService platform.
• Ensure adherence to ITIL best practices in key processes including Incident Management, Change Management, Problem Management, Service Request Management, and Service Level Management.
• Regularly review and optimize ITIL processes to align with business needs and industry standards.
• Create and manage process workflows, escalation procedures, and approval matrices to support ITIL processes effectively.
• Generate regular reports and dashboards to track and analyze key service metrics such as incident resolution times, change success rates, and SLA compliance.
• Identify opportunities for improvement based on analysis of service data and user feedback.
• Work closely with IT teams, business users, and external vendors to ensure proper configuration and smooth operation of FreshService.
• Conduct training sessions for new users and provide ongoing support and guidance to staff on the use of FreshService.
• Ensure proper documentation of processes, workflows, and troubleshooting procedures.
• Stay up-to-date with new features and updates in FreshService, and recommend improvements or enhancements based on current needs.
• Drive continuous improvement efforts in ITSM processes and ensure alignment with organizational goals.

Required Skills:

• Proven experience in FreshService administration, including configuration, setup, and customization.
• Strong knowledge of ITIL best practices and frameworks, particularly in Incident Management, Problem Management, Change Management, and Service Level Management.
• Hands-on experience with FreshService automation rules, workflows, SLAs, and reporting.
• Experience working with cross-functional teams to implement and improve ITIL processes.
• Experience building IT process automations, workflows, and API integrations
• Familiarity with cloud platforms and integrations with FreshService.
• Design and implement business process automations Employee Onboarding/Offboarding, User Provisioning, Self-Service Administration etc.,
• Familiarity with scripting languages Power-Shell, Python, SQL
• Familiarity with ITSM tools, particularly FreshService, ServiceNow, or similar platforms.
• Ability to generate, interpret, and analyze reports, dashboards, and performance metrics.
• Strong communication skills and the ability to interact with stakeholders and gather requirements.
• Certification in ITIL Foundation (preferred) or higher.

Why choose GSPANN

At GSPANN, we don't just serve our clientswe co-create. The GSPANNians are passionate technologists who thrive on solving the toughest business challenges, delivering trailblazing innovations for marquee clients. This collaborative spirit fuels a culture where every individual is encouraged to sharpen their skills, feed their curiosity, and take ownership to learn, experiment, and succeed.

We believe in celebrating each other's successesbig or smalland giving back to the communities we call home. If you're ready to push boundaries and be part of a close-knit team that's shaping the future of tech, we invite you to carry forward the baton of innovation with us.

Let's Co-Create the FutureTogether.

Discover Your Inner Technologist

Explore and expand the boundaries of tech innovation without the fear of failure.

Accelerate Your Learning

Shape your career while scripting the future of tech. Seize the ample learning opportunities to grow at a rapid pace.

Feel Included

At GSPANN, everyone is welcome. Age, gender, culture, and nationality do not matter here, what matters is YOU.

Inspire and Be Inspired

When you work with the experts, you raise your game. At GSPANN, you're in the company of marquee clients and extremely talented colleagues.

Enjoy Life

We love to celebrate milestones and victories, big or small. Ever so often, we come together as one large GSPANN family.

Give Back

Together, we serve communities. We take steps, small and large so we can do good for the environment, weaving in sustainability and social change in our endeavors.

We invite you to carry forward the baton of innovation in technology with us.

Let's Co-Create

GSPANN | Consulting Services, Technology Services, and IT Services Provider

GSPANN provides consulting services, technology services, and IT services to e-commerce businesses with high technology, manufacturing, and financial services.