Job Description

About the Role

We are hiring a Freshservice (Freshworks) ITSM Administrator to manage and optimise the IT Service Management platform. This role will play a key part in ensuring effective IT service delivery, automation, and alignment with ITIL best practices.

Key Responsibilities

  • Administer and configure Freshservice ITSM platform (Incident, Change, Problem, Asset, Projects, Reporting, Alerts)
  • Manage user access, roles, and permissions with proper governance
  • Design and maintain workflows, automations, and orchestration rules
  • Integrate Freshservice with tools such as Microsoft 365, Intune, ServiceNow, APIs
  • Maintain Service Catalog and Knowledge Base
  • Monitor system health, troubleshoot issues, and ensure performance
  • Build reports & dashboards using Freshservice Analytics / Freddy AI
  • Provide user support and training across departments
  • Ensure adherence to ITIL practices and complia...

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