Freshservice Consultant

We are seeking an experienced ITSM Consultant specializing in Freshservice and ITIL v4 to optimize and enhance its Information Technology Service Management (ITSM) environment. This role will be responsible for reviewing and improving existing Freshservice configurations, implementing advanced automation and orchestration capabilities, expanding AI-driven service delivery through Freddy AI, and aligning service management practices with ITIL v4 best practices.

The consultant will lead platform optimization, service portal redesign, workflow automation, AI adoption, gap analysis, and knowledge transfer to internal teams to establish a sustainable and scalable ITSM foundation.

Key Responsibilities

• Assess and optimize existing Freshservice configurations, workflows, and service catalog in alignment with ITIL v4 best practices.
• Enhance automation and implement orchestration integrations with third-party systems to improve efficiency and reduce ticket volume.
• Analyze ticket data to expand self-service adoption and fully leverage Freddy AI (Copilot, AI Agent, Insights).
• Redesign and modernize the Freshservice support portal using a phased, sandbox-based deployment approach.
• Conduct gap analysis through stakeholder discovery sessions and implement platform-native and integration enhancements.
• Establish performance metrics and KPIs to measure service improvement and AI/self-service effectiveness.
• Deliver training, documentation, and knowledge transfer to ensure long-term sustainability and internal team readiness.
• Provide stabilization support during implementation and post-go-live phases.

Required Qualifications

• 7+ years of experience in IT Service Management (ITSM) implementation and optimization.
• Hands-on experience administering and configuring Freshservice (enterprise/highest-tier plan preferred).
• Strong understanding of ITIL v4 principles and service lifecycle management.
• Experience implementing:
  • Service catalogs
  • Workflow automation
  • Orchestration and integrations
  • Self-service portals
• Experience leveraging AI-driven ITSM tools (Freddy AI or similar platforms).
• Proven experience conducting ITSM gap assessments and service maturity evaluations.
• Strong stakeholder facilitation and discovery workshop experience.

Preferred Qualifications

• ITIL v4 Certification (Foundation or higher).
• Experience in public sector or utility environments.
• Experience integrating ITSM tools with HR, IAM, or enterprise systems.
• Strong documentation and training delivery capabilities.
• Knowledge of service analytics and KPI tracking methodologies.

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No Phone Calls please

Please send us your resume in a word file with contact details.