IT Service Management Specialist

1 week ago


coimbatore, India beBeeit Full time

Freshservice ITSM AdministratorWe are seeking an experienced Freshservice ITSM administrator to oversee the configuration, customization, and maintenance of our incident, problem, change, asset, and service catalog modules.Key Responsibilities:Configure and customize Freshservice modules, including automation workflows, SLAs, and integrations with other enterprise tools.Implement process optimization and governance strategies aligned with ITIL best practices.Process Optimization & GovernanceDesign and refine ITSM processes to ensure compliance, consistency, and continuous improvement across service management operations.Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.Stakeholder EngagementProvide training and support to end-users and internal teams on Freshservice usage and enhancements.Analyze trends to identify improvement opportunities and reduce ticket resolution time.Reporting & InsightsDevelop dashboards and reports to track KPIs, SLA adherence, and service performance.Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.The Essential Requirements3–5 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.Experience with automation, scripting, and API integrations within Freshservice.



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