Freshservice Administrator

6-Month Contract

Overview:

A well-established technical training school is seeking a Freshservice Administrator for a 6-month contract to support and optimize our IT service management operations. This role is ideal for someone with hands-on experience configuring and managing the Freshservice platform and who can work closely with internal IT and administrative teams to streamline workflows and improve service delivery.

Key Responsibilities:

• This position will report up to the Senor Manager of IT Service Management.
• You will handle day to day tickets that come into the Freshservice Ticket Que. (Incidents, and Service Requests)
• Build new workflows or adjust existing workflows for Service Requests.
• Help build out new Service Catalog items for our Portal.
• Will Support the day to day Operations of the Freshservice Tool in general.
• Will Support our newly rolled out tool Freshchat for Students. Work Incident tickets in regard to Freshchat.
  
  

Required Qualifications:

• Proven experience as a Freshservice Administrator or similar ITSM platform role.
• Strong understanding of ITIL principles and service management best practices.
• Experience configuring workflows, automation, SLAs, and user roles within Freshservice.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Excellent problem-solving and documentation skills.
  
  

Preferred Qualifications:

• Needs in depth knowledge of the Freshservice platform.
• Will need to be able to configure workflows and automations.
• Proficient in working API calls into Workflows.
• Working with custom object tables to build more efficient workflows.
• Knowledgeable in ITIL processes and procedures.
• Previous experience working in an educational or training environment.
  
  

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