FreshService Admin

• 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.