IT Service Management Specialist

5 days ago


madurai, India beBeeIntegration Full time

Job TitleIT Service Management Specialist,About the RoleWe are seeking an experienced IT Service Management Specialist to oversee the Freshservice platform, drive process optimization, and enhance stakeholder engagement. Key responsibilities include configuring, customizing, and maintaining Freshservice modules, implementing automation workflows, SLAs, and integrations with other enterprise tools.,Key Responsibilities:Freshservice Platform Ownership,Process Optimization & Governance,Stakeholder Engagement,Reporting & Insights,Innovation & Integration,RequirementsConfigure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.,Implement automation workflows, SLAs, and integrations with other enterprise tools.,Design and refine ITSM processes aligned with ITIL best practices.,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.,Provide training and support to end-users and internal teams on Freshservice usage and enhancements.,Develop dashboards and reports to track KPIs, SLA adherence, and service performance.,Analyze trends to identify improvement opportunities and reduce ticket resolution time.,Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.,Support initiatives around self-service, knowledge management, and AI-driven support.,Benefits,Promote a culture of innovation and continuous improvement.,Collaborate with cross-functional teams to drive business growth.,Develop and maintain expertise in IT service management.,About Us,We offer competitive compensation and benefits packages. We believe in fostering a collaborative work environment where employees can grow professionally and personally.



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