Senior IT Service Manager

1 week ago

bhavnagar, India beBeePlatform Full time

Freshservice Platform Management involves owning and maintaining the entire platform, ensuring seamless operations through automation workflows, SLAs, and integrations with other enterprise tools.Implement process optimization and governance by designing and refining ITSM processes aligned with ITIL best practices to ensure compliance and consistency.Collaboration is key in this role. Work closely with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions that meet business needs.Provide training and support to end-users and internal teams on Freshservice usage and enhancements.Reporting & Insights are critical in this position. Develop dashboards and reports to track KPIs, SLA adherence, and service performance. Analyze trends to identify improvement opportunities and reduce ticket resolution time.Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities and improve efficiency.The ideal candidate will have 3-5 years of experience in ITSM roles with hands-on experience in Freshservice administration and configuration, a strong understanding of ITIL framework and service management principles, and excellent problem-solving and communication skills.

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