FreshService Administrator

• Administer and Manage FreshService SaaS Application.
• IT Service Management Methodologies:ITIL, Incident Management, Change Management, and Problem Management.
• Enterprise Service Management Methodologies:Knowledge Management, Asset Management, and Alert Management.
• Azure Cloud Services:Identity and Access Management, Azure Active Directory (EntraID), Azure Assets, Role Based Access Control.

FreshService Administration:

• Administration andoversightofallFreshServicemodules,including but not limited to Incident,Change, Problem, Alert, Management modules.
• Administration and organization of automation, such as workflows, business and Supervisor rules, Service Level Agreement policies.
• Setting up Hardware and Software asset management within FreshService
• Create documentation of FreshService configuration, end user articles, and guides.
• Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system.

FreshService Consultant:

• Jointly interfacing with IT and business units to develop requirements and configuration support for using FreshService optimally.
• Develop, implement and ensure processes, procedures, and standards are followed, across all workspaces.
• Establish parameters for and monitor work quality and performance metrics in FreshService Analytics and Tableau.
• Conduct root-cause analysis to identify systemic issues and prevent future incidents.
• Create analysis and trending reports for assigned unit.
• Copilot the FreshService internal user group with IT Services team.