ITSM Consultant

Experience Required:

Freshservice / FreshDesk

ServiceNow

Job Summary:

ITSM Consultant with strong expertise in Freshservice

Key Responsibilities:

• 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.
• Customize Business Rules, Automator workflows, Dispatch Rules, Observer Rules, and Scenario Automations.
• Integrate Freshservice with third-party systems and tools (e.g., MS Teams, Outlook, AD, monitoring 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.
• Present use cases and translate functional requirements into technical specifications.
• Build prototypes and demonstrate solutions to business teams for feedback and refinement.

• Development & Automation

• Work with automation scripts and orchestration capabilities to automate routine tasks, escalations, and notifications.
• Design and implement workflow automation for service requests, onboarding/offboarding, and asset lifecycle.

• Reporting & Analytics

• Configure dashboards, performance reports, SLA metrics, and trend analytics.
• Provide actionable insights and recommendations to improve service delivery.

• Governance & Continuous Improvement

• Maintain platform hygiene, version upgrades, and best practices in platform usage.
• Identify opportunities for process improvements and lead initiatives for continuous service optimization.

Required Skills:

• 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
• Ability to understand and translate business requirements into ITSM solutions
• Familiarity with REST APIs, JSON, and scripting for Freshservice integrations
• Excellent communication and documentation skills

Preferred Qualifications:

• Experience in other ITSM platforms like

  ServiceNow

  ,

  BMC Remedy

  , or

  Freshworks

• Exposure to

  automation platforms

  like Power Automate in conjunction with Freshservice
• Certifications in ITIL Foundation or Freshworks platforms
• Experience in

  change management

  ,

  asset management

  , or

  onboarding process automation