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Freshservice Consultant
Volantsoft Inc. Review and redesign FreshService service categories, subcategories, and request types .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in implementing and administering FreshService within complex IT environments, focusing on service-level agreement frameworks, workflow automation, and asset management. Proficient in enhancing user experience through optimized service catalogs and effective reporting mechanisms.
Highest-signal resume keywords
FreshService ImplementationITIL Best PracticesWorkflow AutomationSLA ConfigurationAsset Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
FreshService AdministrationTicket RoutingProcess AutomationSLA Compliance ReportingCustom Form DesignData StandardizationChange ManagementDashboard DevelopmentConfiguration ManagementService Catalog Optimization
Soft Skills
Excellent CommunicationDocumentation Skills
Tools & Technologies
FreshService
Industry Keywords
ITSMService-Level AgreementAsset TrackingTicket WorkflowsGovernance Practices
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Review and redesign FreshService service categories, subcategories, and request types
- Review and optimize ticket workflows, assignment rules, automations, and routing configurations
- Automate ticket assignment and reduce manual reassignment
- Assess, recommend, implement, and govern service-level agreement frameworks
- Develop SLA compliance reports and management dashboards
- Enhance reporting for ticket volume, categories, services, departments, locations, assignment groups, priorities, resolution times, and SLAs
- Improve service catalog and request-form user experience
- Create a Change Management form capturing required data and streamlining approvals
- Assess FreshService configuration against platform capabilities and ITSM best practices
- Provide hands-on configuration and implementation support
- Establish sustainable configuration and governance practices
- Provide knowledge transfer, documentation, and training to CHA IT staff
- Review, cleanse, standardize, and govern FreshService asset data and records
- Improve asset tracking, accountability, reporting, and dashboards
- Deliver current-state assessment, redesigned service catalog and categories, SLA framework, asset management improvements, reporting and dashboards, workflow automation, documentation, and staff training
Requirements
What you’ll need- 7+ years of experience
- Extensive experience in successful implementation and administration of the FreshService platform in complex IT environments serving multiple departments
- Minimum of two client references from comparable organizations where the vendor has implemented or managed FreshService
- Ability to describe methodology for implementing and aligning FreshService with ITIL best practices
- Strong technical knowledge of FreshService, including workflow and process automation, ticket routing and assignment rules, and SLA configuration and management
- Experience implementing FreshService asset and configuration management capabilities
- Ability to design and implement custom forms, fields, and ticket templates for specific business requirements
- Ability to report on SLA compliance and trend analysis
- Excellent communication skills, including ability to produce high-quality documentation
Benefits
Comp & perks- Hybrid work schedule with three days per week onsite and remaining workdays remotely
- Flexible work from home options, subject to CHA’s telework policy