Freshservice ITSM

About Company: Our Client Corporation provides digital engineering and technology services to Forbes Global 2000 companies worldwide. Our Engineering First approach ensures we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results. We combine logic, creativity and curiosity to build, solve, and create. Every day, we help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry.

Job Title : Freshservice ITSM (SME) Admin

Job Locations : Any Location

Experience : 7+ years

Education Qualification : Any Degree Graduation

Work Mode : Hybird

Employment Type : Contract

Notice Period : Immediate - 10 Days

Job description

Job Summary:

We are looking for a highly experienced Subject Matter Expert (SME) in the Freshservice ITSM platform to lead its administration, configuration, and integration across our enterprise ecosystem. This role demands deep expertise in Freshservice and its integration with tools such as Qualys, SolarWinds, and the Microsoft 365 Compliance Suite. The SME will play a pivotal role in enhancing service delivery, automation, and compliance posture through effective tool orchestration.

Key Responsibilities:

Freshservice Administration:

- Administer and optimize Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
- Configure workflows, automation rules, SLAs, and custom fields to meet business needs.
- Ensure platform scalability, performance, and alignment with ITIL best practices.

Tool Integration & Automation:

- Design and implement integrations between Freshservice and:
- Qualys for vulnerability and asset risk management.
- SolarWinds for real-time infrastructure and network monitoring.
- Microsoft 365 Compliance Suite for data governance, DLP, eDiscovery, and audit logging.
- Leverage APIs, webhooks, and automation platforms (e.g., Power Automate, Zapier) to streamline operations.
- Monitor and troubleshoot integration workflows and ensure data consistency.

Compliance & Security Enablement:

- Collaborate with Security and Compliance teams to align Freshservice workflows with Microsoft 365 compliance policies.
- Support implementation of retention policies, audit trails, and incident response workflows.
- Ensure Freshservice data handling complies with internal and regulatory standards.

Stakeholder Engagement:

- Liaise with cross-functional teams to gather requirements and deliver tailored ITSM solutions.
- Provide training, documentation, and support to Freshservice users and administrators.
- Act as the escalation point for platform-related issues and enhancements.

Reporting & Documentation:

- Develop dashboards and reports for service performance, compliance metrics, and operational insights.
- Maintain detailed documentation for configurations, integrations, and standard operating procedures.

Required Qualifications:

- Bachelor's degree in computer science, Information Technology, or related field.
- 5+ years of experience in ITSM platforms, with 3+ years in Freshservice administration.
- Hands-on experience integrating Freshservice with Qualys, SolarWinds, and Microsoft 365 Compliance Suite.
- Strong understanding of ITIL framework and service management principles.
- Proficiency in scripting and automation (e.g., PowerShell, REST APIs).
- Excellent communication, analytical, and problem-solving skills.

Preferred Qualifications:

- Freshservice certification or equivalent.
- Experience with Microsoft Purview, DLP, Insider Risk Management, and eDiscovery tools.
- Familiarity with cloud infrastructure and enterprise security frameworks.

Mandatory Skills :

- Freshservice ITSM
- API Intigration
- Automation Intigration
- Microsoft 365
- Qualys
- Solar Winds

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