Job Summary:

We are seeking a Freshservice Administrator to manage and optimize our IT service

management (ITSM) platform. The ideal candidate will configure workflows, automate

processes, integrate third-party tools, and ensure efficient ticket management.

Key Responsibilities:

 Administer, configure, and maintain the Freshservice ITSM platform.

 Create and customize workflows, automation rules, SLA policies, and ticket

routing.

 Manage user roles, permissions, and access controls.

 Develop and maintain service catalogs, knowledge base articles, and asset

management.

 Integrate Freshservice with third-party tools (e.g., Microsoft 365, Slack, Jira, etc.).

 Monitor system performance, troubleshoot issues, and provide user training.

 Generate and analyze reports for service performance and process improvements.

 Ensure compliance with ITIL best practices and organizational policies.

Required Skills & Qualifications:

 Bachelor's degree in IT, Computer Science, or a related field (preferred).

 1-3+ years of experience administering Freshservice or similar ITSM platforms.

 Strong understanding of ITIL principles and ITSM best practices.

 Experience with automation, workflow design, and API integrations.

 Proficiency in Freshservice Admin Console, reporting tools, and asset

management.

 Strong analytical, troubleshooting, and communication skills.

Preferred Qualifications:

 Freshservice certification or prior experience in a similar role.

 Knowledge of scripting (JavaScript, Python, or PowerShell) for automation.

 Experience integrating Freshservice with third-party applications.