FreshService Administrator - ITIL Framework (8-10 yrs)

Skill : FreshService ITIL Admin.

Experience : 8+ Years.

Location : Hyderabad/Pune/Gurugram.

Mode : Full Time.

FreshService ITIL Admin

Job Description :

- Configure and maintain the FreshService platform according to organizational needs, ensuring effective incident, problem, change, and service request management.

- Administer user access, roles, permissions, and approval workflows within FreshService.

- Design and implement automation rules, SLAs, and notifications to streamline processes and improve operational efficiency.

- Monitor system performance and resolve any issues related to the FreshService platform.

- Ensure adherence to ITIL best practices in key processes including Incident Management, Change Management, Problem Management, Service Request Management, and Service Level Management.

- Regularly review and optimize ITIL processes to align with business needs and industry standards.

- Create and manage process workflows, escalation procedures, and approval matrices to support ITIL processes effectively.

- Generate regular reports and dashboards to track and analyze key service metrics such as incident resolution times, change success rates, and SLA compliance.

- Identify opportunities for improvement based on analysis of service data and user feedback.

- Work closely with IT teams, business users, and external vendors to ensure proper configuration and smooth operation of FreshService.

- Conduct training sessions for new users and provide ongoing support and guidance to staff on the use of FreshService.

- Ensure proper documentation of processes, workflows, and troubleshooting procedures.

- Stay up-to-date with new features and updates in FreshService, and recommend improvements or enhancements based on current needs.

- Drive continuous improvement efforts in ITSM processes and ensure alignment with organizational goals.

Required Skills :

- Proven experience in FreshService administration, including configuration, setup, and customization.

- Strong knowledge of ITIL best practices and frameworks, particularly in Incident Management, Problem Management, Change Management, and Service Level Management.

- Hands-on experience with FreshService automation rules, workflows, SLAs, and reporting.

- Experience working with cross-functional teams to implement and improve ITIL processes.

- Experience building IT process automations, workflows, and API integrations.

- Familiarity with cloud platforms and integrations with FreshService.

- Design and implement business process automations Employee Onboarding/Offboarding, User Provisioning, Self-Service Administration etc.

- Familiarity with scripting languages Power-Shell, Python, SQL.

- Familiarity with ITSM tools, particularly FreshService, ServiceNow, or similar platforms.

- Ability to generate, interpret, and analyze reports, dashboards, and performance metrics.

- Strong communication skills and the ability to interact with stakeholders and gather requirements.

- Certification in ITIL Foundation (preferred) or higher.