Job Description
WHAT YOU WILL BE DOING
We are seeking an experienced and highly motivated FreshService Admin/Developer to
join our dynamic team. In this role, you will play a critical role in driving the evolution of
our FreshService environment, from managing change requests and developing custom
solutions to overseeing rigorous testing and deployment processes. You will be a key
contributor to ensuring the stability, security, and continuous improvement of our service
desk platform.
Objectives of this Role
● Lead the change management process for all FreshService modifications and
enhancements.
● Develop and implement custom solutions within the FreshService platform using
scripting, automation, and integrations.
● Oversee all aspects of testing and deployment activities for FreshService
changes.
● Ensure the security, stability, and performance of the FreshService environment.
● Continuously identify and implement opportunities to improve FreshService
processes and workflows.
Responsibilities
● Change Management:
o Lead and manage the entire change management process for
FreshService, including request evaluation, impact assessment, and risk
mitigation.
o Develop and maintain clear change control procedures and
documentation.
o Collaborate with stakeholders across the organization to gather
requirements and prioritize changes.
● Development & Customization:
o Develop and implement custom solutions within FreshService using
scripting languages (e.g., JavaScript, Python) and APIs.
o Integrate FreshService with other business applications and systems.
o Create and maintain custom fields, workflows, and automations.
● Testing & Deployment:
o Plan and execute comprehensive testing strategies for all FreshService
changes, including unit testing, integration testing, and user acceptance
testing.
o Oversee the deployment of changes to the production environment.
o Monitor system performance after deployments and address any issues
promptly.
● System Optimization:
o Continuously analyze system performance and identify areas for
improvement.
o Proactively identify and address potential security risks and vulnerabilities.
o Stay abreast of the latest FreshService features and best practices.
● Documentation & Training:
o Develop and maintain comprehensive documentation for all FreshService
processes and procedures.
o Provide training and support to end-users on FreshService features and
functionalities.
WHATYOU BRING
● 3+ years of experience as a FreshService Administrator or a similar role.
● Strong experience with scripting languages (e.g., JavaScript, Python) and APIs.
● Proven ability to develop and implement custom solutions within FreshService.
● Excellent understanding of data security principles and best practices.
● Demonstrated experience in managing access requests and provisioning
workflows.
● Strong analytical and problem-solving skills.
● Excellent communication and interpersonal skills.
Preferred Skills and Qualifications
● Experience with DevOps practices and tools.
● Experience with data analysis and reporting.
● Knowledge of cloud computing platforms (e.g., AWS, Azure).
● Relevant industry certifications (e.g., ITIL, Freshworks Certifications).
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