IT Service Management Specialist

5 days ago

kozhikode, India beBeeItsm Full time

ITSM Specialist Role SummaryAs an ITSM specialist, you will be responsible for managing and maintaining the organization's IT service management processes and tools. This role requires a strong understanding of ITIL framework and service management principles.The ideal candidate will have hands-on experience with Freshservice administration and configuration, as well as experience with automation, scripting, and API integrations within the platform.Key Responsibilities:Configure and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.Implement automation workflows, SLAs, and integrations with other enterprise tools.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: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.

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