ITSM Engineer with proven experience in Fresh service:
Key Responsibilities:
- Freshservice Platform Ownership
- o Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
- o Implement automation workflows, SLAs, and integrations with other enterprise tools.
- Process Optimization & Governance
- o Design and refine ITSM processes aligned with ITIL best practices.
- o Ensure compliance, consistency, and continuous improvement across service management operations.
- Stakeholder Engagement
- o Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.
- o Provide training and support to end-users and internal teams on Freshservice usage and enhancements.
- Reporting & Insights
- o Develop dashboards and reports to track KPIs, SLA adherence, and service performance.
- o Analyze trends to identify improvement opportunities and reduce ticket resolution time.
- Innovation & Integration
- o Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.
- o Support initiatives around self-service, knowledge management, and AI-driven support.
The essential requirements of the job include: 35 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration.
