Apply for ITSM Admin and Implementation Expert

Key Responsibilities:

1. Implementation & Configuration

• Lead end-to-end implementation of FreshService ITSM and ITAM modules across multiple global locations and with different ITSM tools which is used in other locations.
• Configure and customise modules, including Incident, Change, Problem, Request Fulfilment, and Asset Management, based on organisational requirements.
• Ensure effective CMDB structure, asset discovery, and lifecycle management setup within FreshService.

2. Process Design & Optimisation

• Map current IT processes and align them with ITIL best practices and FreshService capabilities.
• Develop standardised workflows, SLAs, and approval hierarchies for global operations.
• Streamline processes for service request fulfilment, change approvals, and incident escalation.

3. Integration & Data Migration

• Work with internal IT and vendor teams to integrate FreshService with other enterprise systems (e.g. AD, MDM, and other monitoring tools).
• Ensure smooth and accurate data migration of tickets, assets, and configurations from legacy tools.
• Establish automation rules, webhooks, and API-based integrations to enhance efficiency and Monitoring.
• Manage phased rollouts across global locations, ensuring minimal disruption to IT operations.

4. Training & Change Management

• Conduct workshops and training sessions for IT staff and end-users.
• Create user manuals, SOPs, and self-service portal documentation.

Required Skills & Experience:

• Overall, 10+ years of experience and minimum 3 years of hands-on experience in FreshService ITSM & ITOM implementation (mandatory).
• Strong functional understanding of ITSM processes — Incident, Problem, Change, Service Request.
• Practical experience in ITAM — asset lifecycle, CMDB setup, discovery, and integrations.
• Working knowledge of ITIL framework and service delivery standards.
• Familiarity with API integrations, workflows, and automation within FreshService.
• Experience in global location rollout and multi-ITSM tool integration projects preferred.
• ITIL v4 Foundation certification (Good to have)