ITSM Implementation Specialist | Introduction Freshservice and Replacement Matrix42

Project overview

For a customer project, we are looking for an experienced Freshservice Consultant to take over the technical introduction, configuration, and commissioning of Freshservice.

Our client will replace their existing IT Service Management solution Matrix42 and plans to go live with Freshservice in January 2027.

The project management will be handled by an existing project partner. For the technical implementation, we are looking for a specialist who already has practical experience with the introduction and administration of Freshservice and can carry out the configuration largely independently.

The focus is on setting up a functional ITSM platform tailored to the customer's requirements. In addition to technical configuration, it is about mapping existing service processes meaningfully in Freshservice and enabling a smooth transition from the previous system.

Responsibilities

Technical introduction and configuration of Freshservice

Replacement of Matrix42 and system integration

Depending on the final project scope, the following activities may be added:

Testing, go-live, and handover

• Independent setup and configuration of the Freshservice environment according to customer requirements
• Configuration of basic ITSM functions, especially Incident Management and Service Request Management
• Setup of user groups, agents, roles, permissions, and access structures
• Definition and configuration of ticket categories, priorities, status models, and custom fields
• Setup of SLA policies, escalation mechanisms, and notifications
• Technical implementation of the service processes defined with the customer
• Analysis of the existing Matrix42 environment and its relevant configurations
• Support in transferring existing ITSM processes to Freshservice
• Development of a technical migration concept for relevant master data
• Preparation and execution of necessary data transfers, e.g., tickets, user information, knowledge articles, or configuration data
• Setup and connection of relevant interfaces to existing third-party systems
• Use of the Freshservice REST API and suitable integration mechanisms
• Support in configuring additional ITSM modules, e.g., Change Management, Problem Management, Asset Management, or CMDB
• Execution of technical configuration checks and functional tests
• Support in the preparation and execution of acceptance tests
• Analysis and resolution of configuration errors
• Technical support during go-live
• Documentation of the configurations, workflows, and administrative settings made
• Knowledge transfer to the customer's internal IT responsible persons
• Support in stabilizing the environment after the introduction

Requirements

Mandatory requirements

Desirable skills

• Demonstrable practical project experience in the technical introduction, implementation, and administration of Freshservice
• Profound knowledge of the Freshservice administration interface and configuration options
• Experience with the setup and customization of ITSM processes, especially Incident Management and Service Request Management
• Practical experience with Freshservice Workflow Automator, ticket automations, and approval processes
• Experience in configuring service catalogs, user roles, permissions, and SLA policies
• Good understanding of established IT Service Management processes and ITIL fundamentals
• Ability to translate business requirements into concrete technical configurations
• Independent, structured, and solution-oriented way of working
• Ability for independent technical implementation in close coordination with project management and customer contacts
• Good German language skills for technical coordination and documentation
• Experience with replacing existing ITSM systems with Freshservice
• Knowledge of Matrix42, especially regarding the service processes and data structures mapped there
• Experience with data migrations between ITSM platforms
• Knowledge of the Freshservice REST API, webhooks, and integration possibilities
• Experience with connecting Microsoft Entra ID, Microsoft 365, or comparable identity services
• Knowledge in configuring Change Management, Problem Management, Asset Management, and CMDB
• Experience with more complex automations and cross-system workflows
• Experience in the technical support of ITSM go-lives
• Knowledge from comparable ITSM implementation projects in medium-sized or larger corporate environments

Project details

• Start: 2027-01
• Remote: remote
• Location: Frankfurt am Main, Deutschland, DE
• Languages: German