Job Description

WHAT YOU WILL BE DOING

We are seeking an experienced and highly motivated FreshService Admin/Developer to join our dynamic team. In this role, you will play a critical role in driving the evolution of our FreshService environment, from managing change requests and developing custom solutions to overseeing rigorous testing and deployment processes. You will be a key contributor to ensuring the stability, security, and continuous improvement of our service desk platform.

Objectives of this Role

● Lead the change management process for all FreshService modifications and enhancements.

● Develop and implement custom solutions within the FreshService platform using scripting, automation, and integrations.

● Oversee all aspects of testing and deployment activities for FreshService changes.

● Ensure the security, stability, and performance of the FreshService environment.

● Continuously identify and implement opportunities to improve FreshService processes and workflows.

Responsibilities

● Change Management:

o Lead and manage the entire change management process for FreshService, including request evaluation, impact assessment, and risk mitigation.

o Develop and maintain clear change control procedures and documentation.

o Collaborate with stakeholders across the organization to gather requirements and prioritize changes.

● Development & Customization:

o Develop and implement custom solutions within FreshService using scripting languages (e.g., JavaScript, Python) and APIs.

o Integrate FreshService with other business applications and systems.

o Create and maintain custom fields, workflows, and automations.

● Testing & Deployment:

o Plan and execute comprehensive testing strategies for all FreshService

changes, including unit testing, integration testing, and user acceptance testing.

o Oversee the deployment of changes to the production environment.

o Monitor system performance after deployments and address any issues promptly.

● System Optimization:

o Continuously analyze system performance and identify areas for improvement.

o Proactively identify and address potential security risks and vulnerabilities.

o Stay abreast of the latest FreshService features and best practices.

● Documentation & Training:

o Develop and maintain comprehensive documentation for all FreshService processes and procedures.

o Provide training and support to end-users on FreshService features and functionalities.

WHAT YOU BRING

● 3+ years of experience as a FreshService Administrator or a similar role.

● Strong experience with scripting languages (e.g., JavaScript, Python) and APIs.

● Proven ability to develop and implement custom solutions within FreshService.

● Excellent understanding of data security principles and best practices.

● Demonstrated experience in managing access requests and provisioning workflows.

● Strong analytical and problem-solving skills.

● Excellent communication and interpersonal skills.

Preferred Skills and Qualifications

● Experience with DevOps practices and tools.

● Experience with data analysis and reporting.

● Knowledge of cloud computing platforms (e.g., AWS, Azure).

● Relevant industry certifications (e.g., ITIL, Freshworks Certifications).