IT Service Management Expert

7 days ago

udaipur, India beBeeService Full time

IT Service Management Platform OwnerFreshservice is a cutting-edge IT service management platform. As the platform owner, you will be responsible for configuring, customizing, and maintaining its various modules such as incident, problem, change, asset, and service catalog.You will implement automation workflows, SLAs, and integrations with other enterprise tools to streamline service management operations.To optimize processes and ensure governance, you will design and refine ITSM processes aligned with ITIL best practices, ensuring compliance, consistency, and continuous improvement across service management operations.Collaborate with teams to gather requirements and deliver scalable solutions.Provide training and support to end-users and internal teams on Freshservice usage and enhancements.Data-driven insights are crucial in this role. You will develop dashboards and reports to track KPIs, SLA adherence, and service performance, analyzing trends to identify improvement opportunities and reduce ticket resolution time.Explore new Freshservice features and third-party integrations to enhance platform capabilities.Support initiatives around self-service, knowledge management, and AI-driven support.RequirementsWe are looking for a highly experienced ITSM professional with: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.Experience with automation, scripting, and API integrations within Freshservice.Excellent problem-solving, communication, and stakeholder management skills.Certifications in ITIL, Freshservice, or related platforms are a plus.

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