POPULOS

Analyst

• Participate in the implementation, configuration, and enhancement of the Freshservice platform.
• Gather requirements and support the design of processes (As-Is / To-Be).
• Configure workflows, business rules, forms, and automations.
• Structure and maintain service catalogs.
• Configure SLAs, OLAs, and other platform parameters.
• Develop and maintain integrations through REST APIs, webhooks, and tools such as Azure DevOps and Power Automate.
• Support the platform by identifying opportunities for continuous improvement.
• Diagnose and resolve incidents and issues related to the environment.
• Monitor the solution’s stability, availability, and performance.
• Document configurations, processes, and implemented improvements.
• Collaborate with cross-functional teams to ensure delivery quality and the continued evolution of the platform.

ITSM Implementation Analyst, Mid-Level