Digital Transformation Specialist

1 hora atrás

Salvador, Brasil Bebeeservice Tempo inteiro

IT Service Management ProfessionalWe are seeking a highly skilled and proactive IT service management professional with proven experience in leading and optimizing 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 global infrastructure and operation team and will be remote India or Brazil.The key responsibilities include: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.ResponsibilitiesKey Performance IndicatorsAward-winning culture

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