Freshservice Consultant

Job Title: Freshservice SME Consultant (ITSM Overhaul Project)

Location: Onsite in Denver, CO or Phoenix, AZ

Duration: 3-6 Months Contract (with potential for extension)

Start Date: ASAP

Reports To: Director of IT / IT Operations Manager

Overview:

We are seeking an experienced Freshservice Subject Matter Expert (SME) Consultant to lead a full-scale assessment, redesign, and implementation of its current ITSM processes within the Freshservice platform. While Freshservice is already in place, the current configuration lacks cohesion, automation, and alignment with best practices. This role will focus on building a scalable, efficient, and user-friendly ITSM environment that serves the needs of a fast-paced, multi-site industrial services organization.

This is a contract role based in Phoenix or Denver, ideal for professionals with hands-on experience in IT service management tools and a passion for process improvement and ITIL best practices.

Key Responsibilities:

• Conduct a comprehensive audit of the existing Freshservice implementation, including ticketing, workflows, service catalog, change management, CMDB, and automation rules.


• Gather business and technical requirements by working closely with IT leadership, helpdesk teams, and stakeholders across departments.


• Design and implement optimized Freshservice modules aligned with ITIL best practices.


• Build or enhance:
  
  
  
  • Incident, Problem, and Change Management workflows
  
  
  • Service Request workflows and Service Catalog structure
  
  
  • CMDB and Asset Management modules
  
  
  • Automations and SLA configurations
  
  
  • Reporting, dashboards, and analytics
  
  
  
  


• Develop and document internal processes and governance for ongoing ITSM operations.


• Provide hands-on configuration within Freshservice, as well as guidance on integrations with other systems (e.g., AD, email, HR systems).


• Deliver knowledge transfer and training sessions to IT staff on new processes and platform usage.


• Create a roadmap for continuous improvement of the ITSM program post-engagement.


• Serve as the Freshservice platform expert, troubleshooting issues and advising on platform limitations and opportunities.

Required Qualifications:

• 5+ years of ITSM experience, including at least 2 years hands-on with Freshservice.


• Proven experience standing up or retooling ITSM platforms in a small to mid-sized business environment.


• Strong knowledge of ITIL framework (certification preferred but not required).


• Experience configuring automations, SLA policies, custom workflows, service catalogs, and CMDBs within Freshservice.


• Ability to work with technical and non-technical stakeholders to gather and translate requirements into functional solutions.


• Excellent communication and documentation skills.


• Self-starter with the ability to work independently while aligning with business goals.

Benefits:

At Ledgent Technology, we prioritize our contractors, whom we proudly call Ambassadors. Our commitment to you is demonstrated through a comprehensive benefits program that stands out in the temporary staffing industry. We annually review and update our vendor relationships to ensure we provide the most cost-effective benefits options. Our Ambassadors are eligible for a wide range of benefits, including:

• Minimum Essential Coverage (MEC) Plan


• Basic and enhanced hospital indemnity plans


• Dental and vision coverage


• Accident and critical illness plans


• Term life insurance


• Short-term disability plan


• Direct deposit/pay card options


• Credit union membership


• Employee discount clubs


• Referral bonuses


• Training and coaching


• Specialized recognition programs

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.