IT Service Management Professional

7 days ago

thane, India beBeeItsm Full time

Job Title: IT Service Management SpecialistWe are seeking an experienced IT Service Management Specialist to oversee the Freshservice platform and lead the implementation of automation workflows, SLAs, and integrations with other enterprise tools.The ideal candidate will have a strong understanding of ITIL framework and service management principles, as well as experience with automation, scripting, and API integrations within Freshservice.The selected professional will be responsible for configuring, customizing, and maintaining Freshservice modules, including Incident, Problem, Change, Asset, and Service Catalog.Additionally, they will design and refine ITSM processes aligned with ITIL best practices, ensure compliance, consistency, and continuous improvement across service management operations, and provide training and support to end-users and internal teams on Freshservice usage and enhancements.Key Responsibilities:Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.Implement automation workflows, SLAs, and integrations with other enterprise tools.Design and refine ITSM processes aligned with ITIL best practices.Ensure compliance, consistency, and continuous improvement across service management operations.Collaborate 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.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.Support initiatives around self-service, knowledge management, and AI-driven support.Required Skills and Qualifications:3-5 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration.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.Benefits:Opportunity to work with a cutting-edge IT service management platform.Chance to collaborate with a talented team of professionals.Professional growth and development opportunities.Others:Please note that this is a unique opportunity to join our team and contribute to the success of our organization. We are looking for a motivated and results-driven individual who is passionate about IT service management and has a strong desire to grow and develop their career.

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