Title:  Contractor

Job Summary: We are seeking a skilled Freshservice Ticket Tool Developer to join our IT team. The ideal candidate will be responsible for developing, configuring, and maintaining the Freshservice ticketing system to ensure efficient and effective IT service management. This role requires a strong understanding of ITIL processes, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities:

• Develop and customize Freshservice workflows, automations, and integrations to meet business requirements.
• Configure and maintain Freshservice modules, including incident management, problem management, change management, and service request management.
• Collaborate with IT and business stakeholders to gather requirements and translate them into technical solutions.
• Implement and manage Freshservice APIs and integrations with other IT systems and tools.
• Monitor system performance, troubleshoot issues, and implement enhancements to improve system efficiency and user experience.
• Provide training and support to end-users on Freshservice functionalities and best practices.
• Create and maintain comprehensive documentation for configurations, customizations, and integrations.
• Stay updated with the latest Freshservice features and industry best practices to continuously improve the ticketing system.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in developing and managing Freshservice or similar ITSM tools.
• Strong understanding of ITIL processes and best practices.
• Proficiency in scripting languages such as JavaScript, Python, or similar.
• Experience with RESTful APIs and web services.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.