Description Robert Half Technology is seeking a hands-on ITSM Implementation Specialist to lead the configuration, optimization, and expansion for a non-profile client based in the Greater Seattle Area. The ideal candidate is highly independent, solution-oriented, and comfortable working in an evolving environment.
Duration: Short-term (potential to extend)
Pay rate: up to $70/hourly
Location: 100% remote - Washington State based client
Key Responsibilities- Finalize and optimize Freshservice configuration, including forms, workflows, and email notifications
- Build and automate SLA policies, VIP routing logic, and group-based ticket prioritization
- Design and configure onboarding and offboarding automation workflows
- Document system structure, process modifications, and governance standards
- Develop and structure a scalable knowledge base
- Stabilize ticketing operations and continuously improve workflow efficiency
- Support phased rollout of Freshservice to additional teams
- Prepare groundwork for future Change Management and Asset Management implementation
Requirements - Hands-on Freshservice implementation and configuration experience
- Strong ITSM knowledge, including Incident and Service Request management (Change Management exposure preferred)
- Familiarity with Microsoft 365 and Azure integrations (Teams integration, user provisioning workflows)
- Experience building workflows, SLA automation, and ticket routing logic
- Knowledge base creation and documentation experience
- Experience supporting onboarding and offboarding automation
- Ability to work independently with minimal oversight
Preferred Qualifications- Exposure to Change Management and Asset Management modules
- Experience working in MSP environments
- Software licensing and asset tracking knowledge
- Experience supporting nonprofit organizations or small IT teams
Soft Skills- Self-starter with strong ownership mentality
- Excellent documentation discipline
- Clear and effective communicator
- Practical and solution-driven mindset
- Comfortable adapting in a growing and evolving environment
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