ITSM FreshService Engineer

Title ITSM FreshService Engineer Location Brazil (Remote) Contract 12+ Months Company Overview MatchPoint Solutions is a fast-growing, young, energetic global IT‑Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry‑specific best practices and expertise. Responsibilities Freshservice Platform Ownership – configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog; implement automation workflows, SLAs, and integrations with other enterprise tools. Process Optimization & Governance – design and refine ITSM processes aligned with ITIL best practices; ensure compliance, consistency, and continuous improvement across service management operations. Stakeholder Engagement – collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions; provide training and support to end‑users and internal teams on Freshservice usage and enhancements. Reporting & Insights – develop dashboards and reports to track KPIs, SLA adherence, and service performance; analyze trends to identify improvement opportunities and reduce ticket resolution time. Innovation & Integration – explore and implement new Freshservice features and third‑party integrations to enhance platform capabilities; support initiatives around self‑service, knowledge management, and AI‑driven support. Qualifications 3–5 years of experience in ITSM roles, with at least 2 years hands‑on experience in Freshservice administration and configuration. Strong understanding of ITIL framework and service management principles. Experience with automation, scripting, and API integrations within Freshservice. Excellent problem‑solving, communication, and stakeholder management skills. Certifications in ITIL, Freshservice, or related platforms are a plus. Travel, Motor Vehicle Record & Physical / Environment Requirements 5%-15% travel as per business requirements. #J-18808-Ljbffr