IT Service Management Specialist

6 days ago

salem, India beBeeService Full time

Job OverviewThe IT Service Management (ITSM) specialist will be responsible for configuring, customizing, and maintaining the Freshservice platform. This includes its various modules such as Incident, Problem, Change, Asset, and Service Catalog.Main ResponsibilitiesPlatform AdministrationConfigure and customize Freshservice modules to meet business needs.Maintain and troubleshoot existing configurations.Process Enhancement & GovernanceDesign and refine ITSM processes aligned with best practices.Ensure compliance, consistency, and continuous improvement across service management operations.Collaboration & SupportWork with teams to gather requirements and deliver scalable solutions.Provide training and support on Freshservice usage and enhancements.Reporting & InsightsDevelop dashboards and reports to track KPIs, SLA adherence, and service performance.Analyze trends to identify improvement opportunities and reduce ticket resolution time.Innovation & IntegrationExplore 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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