Job description:
- Administer and Manage FreshService SaaS Application.
- IT Service Management Methodologies: ITIL, Incident Management, Change Management, and Problem Management.
- Enterprise Service Management Methodologies: Knowledge Management, Asset Management, and Alert Management.
- Azure Cloud Services: Identity and Access Management, Azure Active Directory ( Entra ID), Azure Assets, Role Based Access Control.
FreshService Administration:
- Administration and oversight of all FreshService modules, including but not limited to Incident, Change, Problem, Alert, Management modules.
- Administration and organization of automation, such as workflows, business and Supervisor rules, Service Level Agreement policies.
- Setting up Hardware and Software asset management within FreshService
- Create documentation of FreshService configuration, end user articles, and guides.
- Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system.
FreshService Consultant:
- Jointly interfacing with IT and business units to develop requirements and configuration support for using FreshService optimally.
- Develop, implement and ensure processes, procedures, and standards are followed, across all workspaces.
- Establish parameters for and monitor work quality and performance metrics in FreshService Analytics and Tableau.
- Conduct root-cause analysis to identify systemic issues and prevent future incidents.
- Create analysis and trending reports for assigned unit .
- Copilot the FreshService internal user group with IT Services team.
