FreshService Engineer Position
This role plays a crucial part in driving operational efficiency, enhancing user experience, and aligning service delivery with business objectives.
* Main Responsibilities:
* Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog to ensure seamless functionality.
* Implement automation workflows, SLAs, and integrations with other enterprise tools to streamline processes and improve productivity.
* Design and refine ITSM processes aligned with ITIL best practices to maximize service quality and reduce costs.
* Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions that meet business needs.
* Provide training and support to end-users and internal teams on Freshservice usage and enhancements to ensure efficient adoption.
* Develop dashboards and reports to track KPIs, SLA adherence, and service performance to inform data-driven decisions.
Essential Skills and Qualifications:
* 3–5 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration.
* Strong understanding of ITIL framework and service management principles to guide strategic decision-making.
* Experience with automation, scripting, and API integrations within Freshservice to drive innovation and efficiency.
* Excellent problem-solving, communication, and stakeholder management skills to build strong relationships and resolve complex issues.
* Certifications in ITIL, Freshservice, or related platforms are highly valued to demonstrate expertise and commitment.
Why Choose This Role?
This position offers the opportunity to work with cutting-edge technology, collaborate with a talented team, and make a significant impact on our organization's success.
We strive to create a dynamic and supportive work environment that fosters growth, learning, and achievement.