Expert in IT Service Management

2 days ago

nashik, India beBeeITSM Full time

Job Title: ITSM Freshservice ExpertAbout the Role:Freshservice is a cutting-edge IT service management platform that requires expert administration and configuration to ensure seamless operation. As an ITSM Freshservice Expert, you will be responsible for configuring, customizing, and maintaining Freshservice modules, including Incident, Problem, Change, Asset, and Service Catalog.Implement automation workflows, SLAs, and integrations with other enterprise tools.Key Responsibilities:Process Optimization & GovernanceDesign and refine ITSM processes aligned with ITIL best practices.Ensure compliance, consistency, and continuous improvement across service management operations.Stakeholder EngagementCollaborate 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 & 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.Requirements:The ideal candidate should have 3–5 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration. A strong understanding of ITIL framework and service management principles is essential. Experience with automation, scripting, and API integrations within Freshservice is also required. Excellent problem-solving, communication, and stakeholder management skills are necessary. Certifications in ITIL, Freshservice, or related platforms are a plus.

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