ITSM Consultant - Freshworks or similar

Role Description

We are seeking an ITSM Consultant with strong experience in Freshservice or ServiceNow to work closely with our Australian clients. You will lead platform configurations, service operations, ITSM process improvements, and ongoing service management. This is a client-facing role requiring excellent communication, platform skills, and the ability to work during Australian business hours.

Key Responsibilities

• Collaborate with customers to understand business needs and ITSM processes.
• Conduct workshops, gather requirements, and translate them into solution designs.
• Configure and customise Freshservice or ServiceNow (forms, workflows, automations, SLAs, notifications, catalog items).
• Implement ITIL-aligned processes across Incident, Problem, Change, Request, Knowledge, and Asset/CMDB.
• Manage ongoing IT services for clients, including SLA tracking, escalations, service reporting, and performance reviews.
• Perform and support integrations using REST/SOAP APIs and build workflow automations as an essential part of solution delivery.
• Identify service gaps and deliver continuous improvements across processes and platform usage.
• Support testing, deployment, user onboarding, and postgo-live optimisation.
• Coordinate with technical teams to enable integrations, data flows, and automation initiatives.
• Prepare and maintain all documentation (requirements, design docs, guides, knowledge base).
• Act as the main point of contact for clients during Australian business hours.

Required Skills & Experience

• 35 years of hands-on ITSM experience with Freshservice or ServiceNow.
• Strong understanding of ITIL processes and ITSM service operations.
• Proven experience in platform configuration, workflow design, and automation.
• Mandatory experience with REST/SOAP integrations and workflow automation.
• Experience managing IT services, SLAs, and client communication.
• Strong stakeholder engagement and communication skills.
• Ability to work Australian time zone.

Nice to Have

• Freshservice or ServiceNow certifications (Admin/Implementation Specialist).
• Experience working with Australian clients or in a consulting environment.
• Knowledge of asset/CMDB management, service catalog design, and reporting.
• Experience with training, onboarding, and knowledge management.