IT Service Management

Tata Consultancy Services

5 - 10 years

0 Lacs

bengaluru karnataka india

Posted:2 days ago| Platform:

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Skills Required

service management freshservice automation optimization design itil compliance consistency training support reporting reports analyze ai

Work Mode

On-site

Job Type

Full Time

Job Description

Job Role: IT Service Management

Location: Bangalore

Experience: 5-10 Years

Job Responsibilities:

Freshservice Platform Ownership
o Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
o Implement automation workflows, SLAs, and integrations with other enterprise tools.
·
Process Optimization & Governance
o Design and refine ITSM processes aligned with ITIL best practices.
o Ensure compliance, consistency, and continuous improvement across service management operations.
·
Stakeholder Engagement
o Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.
o Provide training and support to end-users and internal teams on Freshservice usage and enhancements.
·
Reporting & Insights
o Develop dashboards and reports to track KPIs, SLA adherence, and service performance.
o Analyze trends to identify improvement opportunities and reduce ticket resolution time.
·
Innovation & Integration
o Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.
o Support initiatives around self-service, knowledge management, and AI-driven support.
At least 2 years hands-on experience in Freshservice administration and configuration.

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