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ITSM Freshservice

ITSM Freshservice

Zensar Technologiessurat, India
20 hours ago
Job description

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.

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