ITSM Freshservice

Key Responsibilities :

Freshservice Platform Ownership

Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.

Implement automation workflows, SLAs, and integrations with other enterprise tools.

Process Optimization & Governance

Design and refine ITSM processes aligned with ITIL best practices.

Ensure compliance, consistency, and continuous improvement across service management operations.

Stakeholder Engagement

Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.

Provide training and support to end-users and internal teams on Freshservice usage and enhancements.

Reporting & Insights

Develop dashboards and reports to track KPIs, SLA adherence, and service performance.

Analyze trends to identify improvement opportunities and reduce ticket resolution time.

Innovation & Integration

Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.

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.

Strong understanding of ITIL framework and service management principles.

Experience with automation, scripting, and API integrations within Freshservice.

Excellent problem-solving, communication, and stakeholder management skills.

Certifications in ITIL, Freshservice, or related platforms are a plus.