Overview
The Freshservice Administrator will play a crucial role in integrating and optimizing the Freshservice platform for an established Salesforce customer. This contract position focuses on administering and configuring Freshservice, ensuring effective data flow between Freshservice and Salesforce while driving ongoing improvements and automation within the service management processes.
Responsibilities
- Administer and maintain the Freshservice platform on a day-to-day basis.
- Configure and optimize service desk workflows, automations, SLAs, and business rules.
- Support the integration between Freshservice and Salesforce, resolving integration issues as they arise.
- Monitor and troubleshoot data flows to ensure reliable communication between platforms.
- Drive continuous improvement initiatives within the Freshservice environment.
- Manage service catalogues and approval processes to enhance service delivery.
Requirements
- Proven experience administering and configuring Freshservice.
- Strong understanding of IT Service Management (ITSM) principles and processes.
- Experience with incident, request, problem, and change management processes.
- Hands-on experience configuring workflows and automations within Freshservice.
- Familiarity with service catalogues and business rules management.