Freshservice Platform Administration

Key Responsibilities: Freshservice Platform Administration & Configuration o Design, configure, and maintain modules in Freshservice including Incident, Problem, Change, Service Request, Knowledge, and CMDB. o Create and manage Service Catalogs, Request Forms, Approval Workflows, and SLA/OLA policies. o Customize Business Rules, Automator workflows, Dispatch Rules, Observer Rules, and Scenario Automations. o Integrate Freshservice with third-party systems and tools (e.g., MS Teams, Outlook, AD, monitoring tools) using APIs, Webhooks, or native integrations. Process Design and Business Engagement o Collaborate with business users, service owners, and stakeholders to gather requirements and map them to Freshservice capabilities. o Present use cases and translate functional requirements into technical specifications. o Build prototypes and demonstrate solutions to business teams for feedback and refinement. Development & Automation o Work with automation scripts and orchestration capabilities to automate routine tasks, escalations, and notifications. o Design and implement workflow automation for service requests, onboarding/offboarding, and asset lifecycle. Reporting & Analytics o Configure dashboards, performance reports, SLA metrics, and trend analytics. o Provide actionable insights and recommendations to improve service delivery. Governance & Continuous Improvement o Maintain platform hygiene, version upgrades, and best practices in platform usage. o Identify opportunities for process improvements and lead initiatives for continuous service optimization. ________________________________________ Required Skills: Strong hands-on experience in Freshservice administration and configuration Sound understanding of ITIL v3/v4 framework Experience in Service Catalog design, Workflow configuration, and SLA/OLA implementation Experience integrating Freshservice with systems like Azure AD, email platforms, or monitoring tools Ability to understand and translate business requirements into ITSM solutions Familiarity with REST APIs, JSON, and scripting for Freshservice integrations Excellent communication and documentation skills ________________________________________ Preferred Qualifications: Experience in other ITSM platforms like ServiceNow, BMC Remedy, or Freshworks Exposure to automation platforms like Power Automate in conjunction with Freshservice Certifications in ITIL Foundation or Freshworks platforms Experience in change management, asset management, or onboarding process automation