Job Purpose:
Manage the Fresh service platform including configuring incident management, change management, and asset tracking to streamline service delivery, balancing automation with robust, structured workflows.
Key Responsibilities:
- Platform Administration & Configuration: Customizing forms, fields, views, and workflows within ITSM tools.
- Designing and implementing automation for Incident, Change, Request, and Problem management processes.
- Building and maintaining the Configuration Management Database, including automated discovery and CI relationship mapping.
- Creating dashboards and reports to track SLAs and performance metrics.
- Managing platform patches, upgrades, and user access controls.
Mandatory requirements:
- Experience with ITIL-aligned service management platforms (Freshservice or similar)
- Understanding of Incident, Problem, Change, and Asset Management processes.
- Proven ability to troubleshoot issues and optimize existing processes
- Bachelor’s degree in Computer Science or related field
- Certified System Administrator (e.g., ServiceNow CSA), ITIL Foundation/Intermediate.
- 2+ years of experience in system administration or technical support