Freshservice Consultant

Overview

On Site
$60 - $75 per hour
Contract - W2

Skills

Freshservice Consultant

Job Details



Position: Freshservice Consultant - ITSM Revamp
Location: Onsite, Phoenix or Denver
Duration: 3 to 6-month contract, potential to extend
Start Date: Immediate
Reporting To: IT Leadership Team



Summary:
An experienced Freshservice consultant is needed to lead a strategic overhaul of an existing IT Service Management (ITSM) setup. Although the platform is already in use, its current state lacks structure, integration, and adherence to industry standards. The focus of this engagement is to audit, redesign, and optimize ITSM processes to support a dynamic, multi-location industrial organization.



Primary Duties:




  • Perform an in-depth review of the Freshservice environment, analyzing ticketing systems, workflows, the service catalog, change management processes, asset tracking, and automation capabilities.




  • Collaborate with various teams-including IT management, support staff, and cross-functional stakeholders-to gather and prioritize business and technical requirements.




  • Design and configure a refined Freshservice framework aligned with ITIL principles.




  • Build or improve:




    • Incident, problem, and change workflows




    • Service request and catalog structures




    • Asset management and CMDB modules




    • Automation rules and SLA parameters




    • Dashboards, metrics, and reporting tools






  • Document operational procedures and create governance strategies for maintaining ITSM functions.




  • Execute hands-on system configuration and advise on integrations with tools like Active Directory, HR systems, and email platforms.




  • Conduct staff training and enable knowledge transfer to ensure long-term platform success.




  • Define a strategy for ongoing ITSM improvement after project completion.




  • Act as the resident expert on Freshservice, offering guidance on both limitations and opportunities for platform enhancements.





Qualifications:




  • At least 5 years of experience in IT service management, with a minimum of 2 years directly using Freshservice.




  • Demonstrated success implementing or reconfiguring ITSM tools in a small to mid-sized organization.




  • Solid understanding of the ITIL framework; certification is a plus.




  • Skilled in creating and managing automations, SLAs, workflows, service catalogs, and configuration management databases within Freshservice.




  • Capable of translating complex needs from both technical and non-technical stakeholders into scalable ITSM solutions.




  • Strong communication, training, and documentation abilities.




  • Proactive and independent, while remaining aligned with organizational objectives.





All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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