ITSM Service Delivery Specialist

4 days ago

tumakuru, India beBeeService Full time

About the Job:We are looking for an experienced ITSM service delivery specialist to manage and optimize our Freshservice platform. This role involves owning and managing the entire service management lifecycle, from incident and problem management to change and asset management.The ideal candidate will have 3-5 years of experience in ITSM roles, with a strong understanding of the ITIL framework and service management principles. They should also have hands-on experience with automation, scripting, and API integrations within Freshservice.Key Responsibilities:• Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.• Implement automation workflows, SLAs, and integrations with other enterprise tools.Process Optimization & Governance:• Design and refine ITSM processes aligned with ITIL best practices.• Ensure compliance, consistency, and continuous improvement across service management operations.Stakeholder Engagement:• 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.Reporting & Insights:• Develop dashboards and reports to track KPIs, SLA adherence, and service performance.• Analyze trends to identify improvement opportunities and reduce ticket resolution time.Innovation & Integration:• 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.

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