ITSM Consultant

Project overview

Context

Our client is looking for an ITSM consultant expert in Freshservice (Freshworks). They will be responsible for the platform's administration, its evolution, and the adoption of its features by the teams, in an international environment.

Mission

Platform Administration

ITSM Processes and Collaboration

Training and Support

Continuous Improvement, Compliance, and Security

Projects to Undertake

Priority Projects

Features to Promote Adoption

Technical Projects

Steering and KPIs

A monthly meeting reviews objectives, encountered difficulties, and the action plan for the following month. Indicators tracked:

Profile Sought

Experience

APIs and Integration Mechanisms

Soft Skills

Work Environment

Contract Type: Freelance

• Ensure the proper functioning of Freshservice
• Manage updates and configurations
• Gather the needs of different teams and propose suitable ITSM solutions
• Design and maintain processes compliant with ITIL best practices
• Train users on new features
• Provide continuous support
• Monitor platform performance and propose optimizations
• Ensure compliance with security and data privacy policies
• Implement a dynamic and reliable CMDB for all assets
• Support the deployment of AI-assisted L0 support (Copilot)
• Activate Freddy AI (automatic responses and Insights)
• Deploy the Journeys module: onboarding, offboarding, internal mobility, extended absences
• Software License Management
• Status Page
• Alert Management
• Team Dashboards
• Custom Objects
• Harmonize workspaces
• Build the IT service catalog
• Link assets to sites in the CMDB and create search and filtering forms by site
• Implement the change calendar and on-call schedule management
• Overhaul support groups and switch them to English
• Configure ticket tracking notifications for users
• Publish the IT service catalog with the health status of each service
• Propose common dashboard templates for technical teams
• Incident resolution rate related to Freshservice
• User satisfaction, measured by surveys
• Average response and resolution time for tickets
• At least 5 years in similar ITSM roles
• Solid expertise in Freshservice, essential
• Technical Skills
• Scripting, automation, and workflow development
• ITSM process optimization (ITIL)
• Data analysis and formulation of recommendations
• Autonomous, rigorous, and proactive
• Analytical mindset, comfortable with complex problems
• Good communicator with business and IT teams
• Comfortable in an international environment
• Able to manage multiple topics simultaneously

Project details

according to profile

Villeneuve-d'Ascq

Start Date: immediate

Long-term mission

• Start: ASAP
• Duration: 3 mois renouvelable
• Remote: hybrid
• Location: Villeneuve-d'Ascq, Hauts-de-France, FR
• Rate: 50-69 EUR/h
• Languages: French