We are seeking a skilled Freshservice Administrator and Developer who will be responsible for managing, configuring, and optimizing our Freshservice IT Service Management (ITSM) platform. This role combines both administrative and development responsibilities, making it ideal for someone who can manage day-to-day operations while also customizing the platform to meet evolving business needs. You will work closely with IT, Service Desk teams, and other stakeholders to ensure the platform is tailored to support organizational goals effectively.

Key Responsibilities:

Administration

• Platform Management: Oversee daily operations of Freshservice, ensuring platform reliability and user accessibility across regions.
• Configuration: Configure and maintain workflows, service catalog items, SLAs, incident management, and other ITSM modules in Freshservice.
• User Support: Provide technical support and training to users and administrators, troubleshoot platform issues, and ensure effective user onboarding and offboarding.
• Incident Management: Support Service Desk teams in managing P1 and urgent tickets, including configuring escalation rules, automated notifications, and integrating with Microsoft Teams for incident communication.

Development & Customization

• Customization: Develop and implement customized workflows, automation rules, and integration scripts to enhance Freshservice’s functionality.
• Integration: Integrate Freshservice with other tools, including Freshcaller, Microsoft Teams, Active Directory, and other third-party applications, using REST API, webhooks, or other tools.
• Reporting and Dashboards: Develop custom reports and dashboards to provide insights into service performance, SLA adherence, ticket trends, and more.
• Scripting: Develop PowerShell or JavaScript scripts to automate processes, streamline operations, and enhance the platform’s capabilities.
• Template Development: Customize notification templates for scheduled updates, incidents, and other communications in line with company branding.

Strategy & Optimization

• Process Improvement: Identify inefficiencies in existing workflows and processes, proposing improvements to maximize productivity and service quality.
• Platform Optimization: Conduct regular audits of platform performance, license usage, and configuration settings to ensure optimal operation.
• Stakeholder Collaboration: Collaborate with internal IT, HR, and business stakeholders to align Freshservice configurations with organizational needs and objectives.
• Documentation: Maintain comprehensive documentation of configurations, customizations, workflows, and integrations for continuity and scalability.

Required Skills and Qualifications:

• Minimum 3+ years of experience in Freshservice administration and development.
• Strong knowledge of ITIL framework and ITSM principles.
• Experience with Freshservice automation, configuration management, and reporting tools.
• Proficiency with REST APIs, webhooks, and other integration tools.
• Strong scripting skills in JavaScript, PowerShell, or other relevant languages.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, able to train and support a diverse user base.

Preferred Qualifications:

• Freshservice or Freshworks certification.
• Experience in managing global service desks with multiple regions.
• Familiarity with Microsoft Teams, Active Directory, and other enterprise tools.
• Understanding of major incident management processes and creating post-incident reports (PIRs).