Itsm Fresh Service

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 moreMore 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. We are excited to be continuously expanding our team.If you are interested in this position, please send over your updated resume.We look forward to hearing from you This is a large impact role that demands someone who can excel in a fast paced and ever changing environment. Role: ITSM Fresh Service Location: India or Brazil remote Work Time Zone: PST overlap Start Date: Immediate Rate: $ 25/hr ( DOE) We are seeking a highly skilled and proactive ITSM Engineer with proven experience in Freshservice 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 India or Brazil. Key Responsibilities: Freshservice Platform Ownership o Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog. o Implement automation workflows, SLAs, and integrations with other enterprise tools. Process Optimization & Governance o Design and refine ITSM processes aligned with ITIL best practices. o Ensure compliance, consistency, and continuous improvement across service management operations. Stakeholder Engagement o Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions. o Provide training and support to end-users and internal teams on Freshservice usage and enhancements. Reporting & Insights o Develop dashboards and reports to track KPIs, SLA adherence, and service performance. o Analyze trends to identify improvement opportunities and reduce ticket resolution time. Innovation & Integration o Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities. o 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. Travel, Motor Vehicle Record & Physical/Environment Requirements: 5%-15% travel as per business requirements. Why This Role Matters This role is pivotal in shaping our IT service delivery model, improving operational efficiency, and enhancing user satisfaction.You'll be the go-to expert for Freshservice, driving innovation and reliability across our ITSM landscape MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.