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Freshservice ITSM (SME) Admin

5 years

0 Lacs

Hyderabad Telangana India

Posted:2 days ago| Platform: Linkedin logo

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Skills Required

freshservice engineering technology agile logic creativity configuration integration compliance service automation scalability itil design risk network data governance ediscovery audit webhooks power automate zapier security support retention training documentation escalation reporting reports metrics management scripting powershell rest communication certification api

Work Mode

On-site

Job Type

Contractual

Job Description

About Company:

Freshservice ITSM (SME) Admin

years

Any Degree Graduation

Hybird

Contract

Immediate - 10 Days

Job description

Job Summary:

Subject Matter Expert (SME)

Key Responsibilities:

Freshservice Administration:

  • Administer and optimize Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
  • Configure workflows, automation rules, SLAs, and custom fields to meet business needs.
  • Ensure platform scalability, performance, and alignment with ITIL best practices.

Tool Integration & Automation:

  • Design and implement integrations between Freshservice and:

  • Qualys

    for vulnerability and asset risk management.

  • SolarWinds

    for real-time infrastructure and network monitoring.

  • Microsoft 365 Compliance Suite

    for data governance, DLP, eDiscovery, and audit logging.
  • Leverage APIs, webhooks, and automation platforms (e.g., Power Automate, Zapier) to streamline operations.
  • Monitor and troubleshoot integration workflows and ensure data consistency.

Compliance & Security Enablement:

  • Collaborate with Security and Compliance teams to align Freshservice workflows with

    Microsoft 365 compliance policies

    .
  • Support implementation of retention policies, audit trails, and incident response workflows.
  • Ensure Freshservice data handling complies with internal and regulatory standards.

Stakeholder Engagement:

  • Liaise with cross-functional teams to gather requirements and deliver tailored ITSM solutions.
  • Provide training, documentation, and support to Freshservice users and administrators.
  • Act as the escalation point for platform-related issues and enhancements.

Reporting & Documentation:

  • Develop dashboards and reports for service performance, compliance metrics, and operational insights.
  • Maintain detailed documentation for configurations, integrations, and standard operating procedures.

Required Qualifications:

  • Bachelor’s degree in computer science, Information Technology, or related field.
  • 5+ years of experience in ITSM platforms, with 3+ years in Freshservice administration.
  • Hands-on experience integrating Freshservice with

    Qualys

    ,

    SolarWinds

    , and

    Microsoft 365 Compliance Suite

    .
  • Strong understanding of ITIL framework and service management principles.
  • Proficiency in scripting and automation (e.g., PowerShell, REST APIs).
  • Excellent communication, analytical, and problem-solving skills.

Preferred Qualifications:

  • Freshservice certification or equivalent.
  • Experience with Microsoft Purview, DLP, Insider Risk Management, and eDiscovery tools.
  • Familiarity with cloud infrastructure and enterprise security frameworks.

Mandatory Skills :

  • Freshservice ITSM
  • API Intigration
  • Automation Intigration
  • Microsoft 365
  • Qualys
  • Solar Winds

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