ITSM Administrator (Freshservice)

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About Claidroid Technologies

At Claidroid Technologies, we’re helping enterprises across India, Helsinki, and the USA transform through cutting-edge solutions in Enterprise Service Management and Enterprise Security. With a strong foundation in ServiceNow, IAM, and Digital Archiving, we’re a fast-growing, innovation-led company where your skills can make a real impact.

About the Role

Key Responsibilities:

Freshservice Platform Ownership

• Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
• Implement automation workflows, SLAs, and integrations with other enterprise tools.

Process Optimization & Governance

• Design and refine ITSM processes aligned with ITIL best practices.
• Ensure compliance, consistency, and continuous improvement across service management operations.

Stakeholder Engagement

• Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.
• Provide training and support to end-users and internal teams on Freshservice usage and enhancements.

Reporting & Insights

• Develop dashboards and reports to track KPIs, SLA adherence, and service performance.
• Analyze trends to identify improvement opportunities and reduce ticket resolution time.

Innovation & Integration

• Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.
• Support initiatives around self-service, knowledge management, and AI-driven support.

Essential Requirements:

• 3-5 years of experience in ITSM roles, with at least 2 years of hands-on Freshservice administration and configuration.
• Strong understanding of ITIL framework and service management principles.
• Experience with automation, scripting, and API integrations within Freshservice.
• Excellent problem-solving, communication, and stakeholder management skills.
• Certifications in ITIL, Freshservice, or related platforms are a plus.

Requirement:

Join Claidroid Technologies?

Global exposure with high-impact

Hybrid working flexibility

Agile, collaborative work culture

Eligibility (Must-Have)

• Immediate joiner or serving notice less than 30 days only.
• Do not apply if your notice period exceeds 30 days or you’re not on a project.

Take the next step in your career

connect with us via email: vinisha.vinod@claidroid.com or Call 9892691813

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