Required Skills

FreshService, ITSM, Automation

Job Description

We are looking for an experienced Fresh Service consultant to review the existing implementation, reconfigure it to align with ITSM best practices, and improve operational efficiency through automation and better reporting.

Strong experience with Freshservice administration and configuration

Good knowledge of ITSM frameworks (ITIL)

Experience implementing workflow automation and service catalogs

Ability to design operational dashboards and reports

Experience improving service desk efficiency and SLA management

Requirements

Expected Deliverables

1. Freshservice configuration assessment report
2. Optimized ITSM workflow design
3. Automation rules and process improvements
4. Custom dashboards and reports
5. Best practice documentation and recommendations

Review existing Fresh service configuration, workflows, and service management processes.

Assess current setup against ITSM best practices (Incident, Problem, Change, Service Request, Asset Management).

Reconfigure the platform to align with standard ITSM frameworks (ITIL-based processes).

Design and implement automation workflows to reduce manual effort.

Build custom dashboards and reporting for service performance, SLA tracking, and operational insights.

Optimize ticket categorization, service catalog, and approval workflows.

Improve agent productivity and customer experience within the platform.

Provide recommendations to achieve better ROI from the Freshservice platform.

Document configurations, workflows, and governance guidelines.

Equal Opportunity Statement

We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life.

Security & Confidentiality Statement

This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.