Job Description
Own Freshservice (ITSM/ITAM) administration and improvement, focusing on automation, integrations, analytics, and CMDB quality. Partner with IT, security, and business teams to extend Freshservice via APIs/webhooks/orchestration, integrate enterprise systems, support migrations, and drive efficiency.
Key Responsibilities
Freshservice Support & Administration
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Manage and support Freshservice operations, ensuring SLA compliance
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Administer ITSM modules (Incidents, Service Requests, Changes, Problems, Tasks, On/Offboarding, Assets/CMDB, Knowledge Base, Projects/Test Management and Releases), including configurations for user roles, workflows, business rules, automations, and SLAs
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Troubleshoot issues and support system improvements, testing, and new releases
Device42 Integration & Asset Management
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Administer and manage D42 assets and its integration with Freshservice, including discovery, data collection, and access controls
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Ensure data quality, CI relationships, asset lifecycle management, and build reports/dashboards
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Improve ITIL/ITAM processes and maintain documentation, workflows, and troubleshooting guides
Automation & Integrations
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Build and support integrations using APIs and webhooks
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Develop and maintain workflow automations for routing, approvals, and notifications
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Support data migrations, system integrations, and process automation
Data, Reporting & Analytics
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Track key metrics (e.g., SLA, MTTR) and ensure data accuracy
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Build dashboards and reports (e.g., Power BI) for operational and management insights
Collaboration & Continuous Improvement
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Work with cross-functional teams, vendors, and stakeholders
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Identify opportunities to improve processes, automation, and system efficiency
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Document configurations, workflows, and best practices