Freshservice Application Administrator

Primary Duties & Responsibilities

• Provide highly effective and quality incident response and technology services for the Service Management solution.


• Collaborate with other Information Technology and Service Delivery technology leaders to effectively design, implement and support ITSM enhancements.


• Develop and maintain strong working knowledge of the Freshservice Service Management cloud solution.


• Continuously assess new feature releases for impact to current processes and opportunity for improvements.


• Manage and support the data accuracy and completeness of the Service Management user data; adhere to and promote data compliance and best practices.


• Effectively managing and supporting the ITSM Service Catalog according to established processes and procedures. Continuously assess and recommend for intuitive user interface and self-help improvements.


• Developing, testing, and implementing workflow automations to promote process standardization, efficiency, and quality execution.


• Assess and promote adoption of IT Service Management best practices


• Understand the service management tool data elements and Analytics capabilities. Help deliver common information analytics for Coherent s Freshservice instance.


• Understand and adhere to IT general controls processes and procedures while administering and supporting the Service Management solution.


• Develop and document procedures and knowledge content as required.

Education & Experience

• Bachelor s degree in computer science (or alternative equivalent experience in IT Service Management solution support and management for a large, multinational organization)


• 3 to 5 years of hands-on experience in any of the Information Technology Service Management software implementation or support

Skills

• Excellent customer service skills including listening skills, sense of urgency and enthusiasm


• Excellent verbal and written communication skills; ability to communicate effectively with information technology management and staff, executive-level users, general end-users


• Demonstrated problem-solving and work prioritization skills


• Demonstrated ability to work independently


• Must be collaborative, facilitative, team-oriented and self-motivated


• Culturally sensitive - values diversity, able to understand and cooperate with other team members from different cultures


• Able to identify and assess technical solution alternatives, make recommendations and present solution alternatives to decision-making team. Be able to communicate the process and logic.


• Required to have good understanding of ITIL framework and methodologies


• Demonstrated experience supporting effective IT Service Management solutions


• Demonstrated experience with IT Service Management modernization, automation, self-help and generative AI trends and capabilities.


• Good problem-solving and analytical thinking


• Data presentation and reporting skills


• Attention to detail and documentation skills

Working Conditions

• Willingness to collaborate and support global team as needed.


• The work mode of Finisar India is Hybrid i.e. 3 days at office.

Culture Commitment

Ensure adherence to company s values (ICARE) in all aspects of your position at Coherent Corp.:

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Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.