Freshservice Implementation Consultant

Volantsoft Inc

. Review and redesign FreshService service categories, subcategories, and request types .

Posted 10/23/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core 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 workflow automation, SLA management, and asset management. Capable of providing training, documentation, and governance practices to enhance IT service management processes.

Highest-signal resume keywords

FreshService ImplementationSLA Configuration ManagementWorkflow AutomationITIL Best PracticesAsset Management Procedures

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

FreshServiceTicket RoutingSLA Compliance ReportingChange ManagementData Quality PracticesConfiguration ManagementCustom Forms DesignTrend AnalysisWorkflow TestingService Catalog Optimization

Soft Skills

Excellent Communication Skills

Industry Keywords

ITSMService CatalogTicket WorkflowsAutomationGovernance Practices

Tech Stack

Tools & technologies

ITSM

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 ticket reassignment
Assess, recommend, configure, and test SLA frameworks, targets, priority definitions, escalation rules, and SLA conditions
Develop SLA compliance reporting and dashboards
Enhance reporting for ticket volume, categories, services, departments, locations, assignment groups, priorities, resolution times, SLAs, and other measures
Review and improve the service catalog and request forms from the end-user perspective
Create a Change Management form to capture required data, streamline approvals, and align with CHA’s Change Management Process
Assess FreshService configuration against platform capabilities and ITSM best practices
Provide hands-on configuration and implementation support
Establish sustainable configuration and governance practices for CHA IT staff
Provide knowledge transfer, documentation, and training to CHA staff
Review, cleanse, standardize, and govern FreshService asset management data
Identify and resolve duplicate asset records
Develop asset management procedures, reports, dashboards, and ongoing data quality practices
Deliver a current-state assessment with prioritized recommendations
Deliver redesigned service catalog/category structures, updated request types, routing rules, and documentation
Configure and test approved workflows, automations, and SLA workflows
Develop management-level dashboards and reports supporting ticket trends, SLA performance, workload, and asset management
Provide configuration documentation, administrative procedures, training, and knowledge transfer

Requirements

What you’ll need

Extensive experience in the successful implementation and administration of FreshService in complex IT environments serving multiple departments
Minimum of two client references from comparable organizations where the vendor has implemented or managed FreshService
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 the ability to produce high-quality documentation

Benefits

Comp & perks

Hybrid work arrangement
Flexible work from home options available