Our client ? a major utility firm based in Long Island - is seeking professional services assistance to fully leverage its Information Technology Service Management (ITSM) tool, Freshservice. This includes optimizing configurations, and building a strong foundation for service management aligned with ITIL version 4 best practices.
Environmental Optimization:
? Review the existing Freshservice configurations and setup.
? Advise on optimal usage of features (e.g., onboarding/offboarding, automation, service catalog, orchestration), being on the highest plan
? Implement workflow improvements where necessary.
? Align workflows with evolving business requirements (e.g., onboarding/offboarding for HR)
Self-Service and AI Adoption:
? Analyze existing ticket service data.
? Identify common/request types that could be redirected to self-service or handled by Freddy AI.
? Review and enhance the knowledge base to better support Freddy AI?s capabilities.
? Establish a baseline of how many tickets are being resolved via self-service today and create metrics to track improvements.
? Freddy AI full utilization, including Copilot, AI Agent, and Insights configurations.
Service Portal Redesign:
? Assist in redesigning the Fresh service support portal using the no-code and/or code designer.
? Ensure all design and branding changes are made in the sandbox and reviewed/approved before pushing to production.
? Support a phased, low-risk approach to front-end customization.
Advanced Feature Implementation:
? Plan and implement orchestration features (e.g., automation with third-party systems).
? Determine which orchestration features provide the highest ROI and implement them in prioritized phases.
Gap Analysis and Recommendations:
? Review current implementation against business requirements and ITILv4 best practices.
? Conduct discovery sessions to capture needs, map existing workflows, and identify improvement areas.
? Recommend and implement:
? Platform-native solutions.
? Third-party integrations
? Enhancements to increase efficiency, reduce ticket volume, boost user experience, and align with ITILv4 best practices.
Knowledge Transfer & Support:
? Train the internal team on:
? Best practices for Fresh service.
? Maintaining workflows and orchestrations post go live.
? Provide dedicated support during the initial phase to troubleshoot any implementation or migration issues.
? Provide comprehensive documentation of configurations, workflows, and processes.
? Record training sessions to ensure future staff have reference material for continuity.
For Immediate Response call , or send your resume to
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.
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.
- Dice Id: trinj
- Position Id: A0226-0061
- Posted 4 days ago
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