Senior IT Service Delivery Specialist

3 days ago

Bengaluru, Karnataka, India beBeeItsm Full time ₹ 10,80,000 - ₹ 15,60,000
IT Service Management Expert

We are seeking an IT Service Management expert with a strong background in Freshservice administration and configuration to join our team. This is a challenging opportunity for someone who enjoys designing and implementing efficient service management processes.

Key Responsibilities:
  • Freshservice Platform Administration & Configuration: Design, configure, and maintain modules in Freshservice including Incident, Problem, Change, Service Request, Knowledge, and CMDB.
  • Service Catalog Design: Create and manage Service Catalogs, Request Forms, Approval Workflows, and SLA/OLA policies.
  • Automation and Integration: Integrate Freshservice with third-party systems and tools using APIs, Webhooks, or native integrations.
  • Process Design and Business Engagement: Collaborate with business users, service owners, and stakeholders to gather requirements and map them to Freshservice capabilities.
  • Development & Automation: Work with automation scripts and orchestration capabilities to automate routine tasks, escalations, and notifications.
  • Reporting & Analytics: Configure dashboards, performance reports, SLA metrics, and trend analytics.
Required Skills:
  • Freshservice Administration: Strong hands-on experience in Freshservice administration and configuration.
  • ITIL Framework: Sound understanding of ITIL v3/v4 framework.
  • Service Catalog Design: Experience in Service Catalog design, Workflow configuration, and SLA/OLA implementation.
  • Integration: Experience integrating Freshservice with systems like Azure AD, email platforms, or monitoring tools.
  • Business Acumen: Ability to understand and translate business requirements into ITSM solutions.
Preferred Qualifications:
  • ITSM Platforms: Experience in other ITSM platforms like ServiceNow, BMC Remedy, or Freshworks.
  • Automation Platforms: Exposure to automation platforms like Power Automate in conjunction with Freshservice.
  • Certifications: Certifications in ITIL Foundation or Freshworks platforms.

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