Freshservice Consultant for Technical and Functional Configuration

Responsibilities

• Configuration of Freshservice based on existing requirements
• Setup of ITSM processes, particularly Incident Management, Service Request Management, Problem Management, and Change Management
• Setup and configuration of the Service Catalog
• Setup of categories, priorities, roles, and permissions
• Configuration of SLAs, escalations, and routing rules
• Implementation of workflows and automations
• Setup of the Self-Service Portal and Knowledge Base
• Support with Asset Management and, if applicable, CMDB
• Configuration or support with interfaces, e.g., to Microsoft 365, Entra ID, or Active Directory
• Execution of tests and troubleshooting
• Documentation of the configuration
• Support during the go-live and hypercare phase
• Handover and knowledge transfer to internal contact persons

Requirements

• Several years of practical experience with Freshservice
• Demonstrable experience in the configuration and implementation of Freshservice
• Very good knowledge of common ITSM and ITIL processes
• Experience with Service Catalogs, workflows, SLAs, and automations
• Experience with role and permission concepts
• Ability to independently translate requirements into a functioning system configuration
• Hands-on mentality and independent working style
• Good communication skills with business departments, IT, and project management
• Very good German and English skills

Nice to have

If you are available and meet the requirements, please click "Interest".

If you are not available, please enter your earliest availability date in the calendar.

For questions, please feel free to contact your Freelancer Team via [contact removed].

Thank you and best regards,

Your Freelancer Team

Iskander Business Partner

• Knowledge in Asset Management and CMDB
• Freshservice or Freshworks certification
• Experience with Microsoft Entra ID, Active Directory, and Microsoft 365
• Experience with ITSM implementations in industrial or mechanical engineering companies
• Knowledge of ServiceNow, Jira Service Management, or comparable ITSM tools
• Experience with ITSM reporting and dashboards
• ITIL 4 certification

Project details

Germany-wide

asap

3 months

Utilization: approx. 80 - 100 %

Remote share: approx. 90 %

On-site share: individual on-site appointments by arrangement

Background of the task:

For our client in the mechanical engineering sector, we are looking for a Freshservice Consultant / Configuration Specialist. The company is introducing Freshservice as a new ITSM tool and is looking for operational resources at short notice for the technical and functional configuration of the system, as well as support up to go-live and hypercare.

• Start: flexible
• Location: deutschlandweit, DE
• Languages: German