Job Description

ITSM Engineer with proven experience in Fresh service :

Key Responsibilities:

  • · Freshservice Platform Ownership
  • o Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
  • o Implement automation workflows, SLAs, and integrations with other enterprise tools.
  • · Process Optimization & Governance
  • o Design and refine ITSM processes aligned with ITIL best practices.
  • o Ensure compliance, consistency, and continuous improvement across service management operations.
  • · Stakeholder Engagement
  • o Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.
  • o Provide training and support to end-users and internal teams on Freshservice usage and enhancements.
  • · Reporting & Insights
  • o Develop dashboards and reports to track KPIs, SLA adherence, and service performance.
  • o Analyze trends to identify improvement opportunities and reduce ticket resolution time.
  • · Innovation & Integration
  • o Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.
  • o Support initiatives around self-service, knowledge management, and AI-driven support.

The essential requirements of the job include: · 3–5 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration.

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