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 go-live and in the hypercare phase
• Handover and knowledge transfer to internal contacts

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 apply.

For questions, feel free to contact your Freelancer Team via *@*.com.

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 implementing 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: ab sofort
• Duration: 3 Monate
• Remote: hybrid
• Location: München, Deutschland, DE
• Languages: German