ITSM Solutions Expert

1 semana atrás

Fortaleza, Brasil beBeeFreshService Tempo inteiro

We are seeking a seasoned ITSM Professional to drive operational excellence in our service management platform. This key role will lead and optimize our IT service delivery, enhancing user experience and aligning service outcomes with business objectives. This position is part of our IT Global Infrastructure & Operation team and offers remote work options. Our organization's vision is to provide technology solutions worldwide. Key Responsibilities: Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog. Implement automation workflows, SLAs, and integrations with other enterprise tools. Design and refine ITSM processes aligned with ITIL best practices. Ensure compliance, consistency, and continuous improvement across service management operations. 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. Develop dashboards and reports to track KPIs, SLA adherence, and service performance. Analyze trends to identify improvement opportunities and reduce ticket resolution time. 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. The essential requirements of the job include: 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.

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