Service Management Specialist

2 weeks ago

dindigul, India beBeeExpert Full time

IT Service Management ExpertManage and optimize the Freshservice platform to streamline service delivery, enhance user experience, and improve operational efficiency. Process Enhancement & GovernanceDevelop and refine IT service management processes aligned with best practices, ensuring compliance, consistency, and continuous improvement across service operations.Collaborate with teams to gather requirements and deliver scalable solutions that meet business needs. Reporting & InsightsDesign and develop dashboards and reports to track key performance indicators (KPIs), service level agreement (SLA) adherence, and service performance metrics.Analyze trends to identify areas for improvement and reduce ticket resolution time. Innovation & IntegrationExplore and implement new features and integrations within Freshservice to enhance platform capabilities and improve service quality.Support initiatives around self-service, knowledge management, and AI-driven support solutions. The ideal candidate should have:• At least 3–5 years of experience in IT service management roles, with a strong background in Freshservice administration and configuration.• In-depth 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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