Job Description

Freshservice Admin: Job Summary: We are seeking a Freshservice Administrator to manage and optimize our IT service management (ITSM) platform. The ideal candidate will configure workflows, automate processes, integrate third-party tools, and ensure efficient ticket management. Key Responsibilities: Administer, configure, and maintain the Freshservice ITSM platform. Create and customize workflows, automation rules, SLA policies, and ticket routing. Manage user roles, permissions, and access controls. Develop and maintain service catalogs, knowledge base articles, and asset management. Integrate Freshservice with third-party tools (e.g., Microsoft 365, Slack, Jira, etc.). Monitor system performance, troubleshoot issues, and provide user training. Generate and analyze reports for service performance and process improvements. Ensure compliance with ITIL best practices and organizational policies. Required Skills & Qualifications: Bachelor's degree in IT, Computer Science, or a related field (preferred). 1-3+ years of experience administering Freshservice or similar ITSM platforms. Strong understanding of ITIL principles and ITSM best practices. Experience with automation, workflow design, and API integrations. Proficiency in Freshservice Admin Console, reporting tools, and asset management. Strong analytical, troubleshooting, and communication skills. Preferred Qualifications: Freshservice certification or prior experience in a similar role. Knowledge of scripting (JavaScript, Python, or PowerShell) for automation. Experience integrating Freshservice with third-party applications.