What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Automation Development & Optimization: Design, implement, and maintain automation workflows, rules, and scripts within the FreshService platform to streamline IT and business processes.
• API Integration: Develop and manage integrations between FreshService and other enterprise systems using REST APIs, webhooks, and custom scripts.
• Troubleshooting & Support: Diagnose and resolve issues related to FreshService automation, including error handling, process bottlenecks, and integration failures.
• Process Analysis: Collaborate with business process owners to analyze existing workflows, identify inefficiencies, and propose automation solutions that align with ITSM best practices.
• Technical Documentation: Document automation processes, rules, scripts, and integrations to ensure they are well-understood, maintained, and scalable.
• Stakeholder Collaboration: Work closely with IT, support, and other business units to gather requirements, understand business needs, and translate them into effective automation solutions.
• Continuous Improvement: stay up to date with FreshService updates and industry trends to continuously improve and expand the platform’s automation capabilities.
  
  

Who are we looking for?

• Experience: Minimum 3-5 years of experience in IT Service Management, with at least 2 years focused on FreshService administration, automation, or development.
• Technical Skills: Proficiency in scripting languages (e.g., Python, JavaScript, PowerShell) and experience with REST APIs and webhooks.
• ITSM Knowledge: Strong understanding of ITIL processes (Incident, Problem, Change Management) and experience in aligning automations with ITSM best practices.
• Problem-Solving: Demonstrated ability to troubleshoot and resolve complex technical issues related to automation and system integration.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Project Management: Experience in managing IT projects, particularly those involving system configurations, process improvements, or automation implementations.
• Certifications: ITIL certification or FreshService Certified Administrator/Developer is a plus.
• Experience with Other ITSM Tools: Familiarity with other ITSM platforms (e.g., ServiceNow, Jira Service Management) is advantageous.
• Adaptability: Willingness to learn new technologies and continuously improve skills in automation and IT service management.