IT Service Delivery Expert

1 semana atrás

Salvador BA, Brasil beBeeService Tempo inteiro

IT Service Management Specialist We are seeking a highly skilled IT service management specialist 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. This position is part of the IT Global Infrastructure & Operation team and will be remote. 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. The essential requirements 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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