Senior IT Service Management Specialist

2 weeks ago


Aurangābad, India beBeeFreshservice Full time

ITSM Expert RequiredThis role involves overseeing the configuration, customization, and maintenance of the Freshservice platform. The ITSM professional will implement automation workflows, SLAs, and integrations with other enterprise tools. Additionally, they will design and refine ITSM processes aligned with ITIL best practices to ensure compliance, consistency, and continuous improvement across service management operations.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.Process Optimization & Governance:Design and refine ITSM processes aligned with ITIL best practices.Ensure compliance, consistency, and continuous improvement across service management operations.Stakeholder Engagement: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.Reporting & Insights:Develop dashboards and reports to track KPIs, SLA adherence, and service performance.Analyze trends to identify improvement opportunities and reduce ticket resolution time.Innovation & Integration: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.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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