Solutions-Focused IT Service Management Professional

Há 12 horas

Recife PE, Brasil beBeeFreshService Tempo inteiro €10.000 - €40.000

ITSM Engineer Role Overview We are seeking a highly skilled and proactive IT service management professional to lead and optimize our IT service management platform. This role is critical in driving operational excellence, enhancing user experience, and aligning service delivery with business needs. The successful candidate will be responsible for configuring, customizing, and maintaining Freshservice modules, implementing automation workflows, SLAs, and integrations with other enterprise tools, as well as designing and refining ITSM processes aligned with ITIL best practices. The ideal candidate will have strong understanding of ITIL framework and service management principles, experience with automation, scripting, and API integrations within Freshservice, and excellent problem-solving, communication, and stakeholder management skills. 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. Competitive salary range of R$ 10,000 to R$ 40,000 per year, depending on experience, and remote work policy available. If you are interested in this position, please send over your updated resume.]]>

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