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Skills Required

service freshservice automation optimization design itil compliance consistency management training support reporting reports analyze ai scripting api communication certifications

Work Mode

On-site

Job Type

Full Time

Job Description

Skill : Fresh Service

Exp : 5 to 10

Location : Bangaluru


JD:

  • ·

    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.

The essential requirements of the job include:


2 / 2

· 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.

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