Service Management Expert

7 days ago


rajkot, India beBeeIntegration Full time

IT Service Management ProfessionalThe IT service management professional plays a pivotal role in owning the Freshservice platform, ensuring its configuration, customization, and maintenance across various modules.This involves implementing automation workflows, SLAs, and integrations with other enterprise tools to enhance efficiency and effectiveness.A key responsibility of this role is process optimization and governance, where you will design and refine ITSM processes aligned with ITIL best practices to ensure compliance, consistency, and continuous improvement across service management operations.You will engage with stakeholders, including service desk, infrastructure, and application teams, to gather requirements and deliver scalable solutions that meet business needs.Training and support are essential components of this role, where you will provide guidance and assistance to end-users and internal teams on Freshservice usage and enhancements.Developing dashboards and reports to track KPIs, SLA adherence, and service performance is also crucial, enabling analysis of trends to identify improvement opportunities and reduce ticket resolution time.Innovation and integration are vital aspects of this role, where you will explore and implement new Freshservice features and third-party integrations to enhance platform capabilities and support initiatives around self-service, knowledge management, and AI-driven support.By doing so, you will contribute to the delivery of exceptional customer experiences and drive business success through optimized IT service management practices.



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