Job Purpose:
Manage the Fresh service platform including configuring incident management, change management, and asset tracking to streamline service delivery, balancing automation with robust, structured workflows.
Key Responsibilities:
Platform Administration & Configuration: Customizing forms, fields, views, and workflows within ITSM tools.
Designing and implementing automation for Incident, Change, Request, and Problem management processes.
Building and maintaining the Configuration Management Database, including automated discovery and CI relationship mapping.
Creating dashboards and reports to track SLAs and performance metrics.
Managing platform patches, upgrades, and user access controls.
Mandatory requirements:
Experience with ITIL-aligned service management platforms (Freshservice or similar)
Understanding of Incident, Problem, Change, and Asset Management processes.
Proven ability to troubleshoot issues and optimize existing processes
Bachelor’s degree in Computer Science or related field
Certified System Administrator (e.g., ServiceNow CSA), ITIL Foundation/Intermediate.
2+ years of experience in system administration or technical support
