Monitoring Consultant

6 days ago

Bengaluru, Karnataka, India ITC Infotech Full time
ITSM Consultant – Freshservice Configuration & Development

Mode: Hybrid

We are seeking a highly skilled and motivated ITSM Consultant with strong expertise in Freshservice to join our team. The ideal candidate will bring deep knowledge of IT Service Management principles, hands-on configuration and customization skills, and the ability to bridge technical solutions with business needs. The candidate will work on designing and deploying service catalogs, process automation, SLAs, and workflows that enhance user experience and operational efficiency.

Freshservice Platform Administration & Configuration

Design, configure, and maintain modules in Freshservice including Incident, Problem, Change, Service Request, Knowledge, and CMDB .

Create and manage Service Catalogs , Request Forms, Approval Workflows, and SLA/OLA policies.

MS Teams, Outlook, AD, monitoring tools) using APIs, Webhooks, or native integrations.

Collaborate with business users, service owners, and stakeholders to gather requirements and map them to Freshservice capabilities.

Design and implement workflow automation for service requests, onboarding/offboarding, and asset lifecycle.

Configure dashboards, performance reports, SLA metrics, and trend analytics.

Provide actionable insights and recommendations to improve service delivery.

Maintain platform hygiene, version upgrades, and best practices in platform usage.

Identify opportunities for process improvements and lead initiatives for continuous service optimization.

Strong hands-on experience in Freshservice administration and configuration

Sound understanding of ITIL v3/v4 framework

Experience in Service Catalog design , Workflow configuration , and SLA/OLA implementation

Experience integrating Freshservice with systems like Azure AD , email platforms , or monitoring tools

Experience in other ITSM platforms like ServiceNow , BMC Remedy , or Freshworks

Certifications in ITIL Foundation or Freshworks platforms

Experience in change management , asset management , or onboarding process automation

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