Freshservice Implementation Consultant

Volantsoft Inc•Chicago, IL

17d

About The Position

The Freshservice Implementation Consultant will assess and optimize CHA’s Freshservice platform and related IT service management processes. The engagement includes reviewing and redesigning service categories, subcategories, request types, service catalog forms, ticket workflows, routing and assignment rules, automations, SLAs, reports, dashboards, and asset management data and processes. The consultant is expected to provide hands-on configuration and implementation support, not recommendations alone, and establish sustainable configuration and governance practices CHA IT staff can maintain after the engagement. The work also includes improving end-user service catalog experience, creating a Change Management form, assessing and configuring an appropriate SLA framework, enhancing operational and management reporting, cleaning and standardizing asset records, and providing documentation, training, and knowledge transfer to designated CHA staff.

Requirements

Extensive experience successfully implementing and administering Freshservice in complex IT environments serving multiple departments.
Provide at least two client references from comparable organizations where the vendor implemented or managed Freshservice.
Describe a methodology for implementing and aligning Freshservice with ITIL best practices.
Strong technical knowledge of Freshservice, including significant experience with workflow and process automation, ticket routing and assignment rules, and SLA configuration and management.
Experience implementing Freshservice asset and configuration management capabilities.
Ability to design and implement custom forms, fields, and ticket templates for specific business requirements.
Ability to report on SLA compliance and trend analysis.
Excellent communication skills, including the ability to produce high-quality documentation.

Responsibilities

Assess the current Freshservice configuration and identify gaps, inefficiencies, duplicate data, and improvement opportunities; prioritize recommendations by business impact and effort.
Review and redesign service categories, subcategories, request types, the service catalog, and request forms to reflect IT services and improve the employee experience.
Review and optimize workflows, ticket routing, assignment rules, automations, and escalation processes to reduce manual reassignment and improve first-touch routing and resolution times.
Assess existing SLAs and implement service-specific targets, priority definitions, escalation rules, SLA conditions, and tested SLA workflows.
Develop or enhance reports and dashboards for ticket volume and trends, categories, services, departments, locations, assignment groups, priorities, resolution times, SLA compliance, workload, and asset management.
Create a Change Management form that captures necessary information upfront, streamlines approvals, and aligns with CHA’s Change Management Process.
Assess Freshservice capabilities and ITSM practices, identify underutilized functionality, and implement approved platform improvements.
Review, cleanse, and standardize asset records; identify and resolve duplicates; and improve asset relationships and tracking across users, locations, and other records.
Develop asset management procedures and standards for creating, assigning, updating, transferring, and retiring assets, along with recommendations for ongoing data governance and quality reviews.
Document configurations, workflows, categories, automations, reports, administrative processes, and ongoing asset management practices.
Provide knowledge transfer and training to designated CHA IT staff responsible for Freshservice administration and management.