Required skills
- ITSM
- Freshservice
- Freshworks
- ITIL
- Incident Management
- Change Management
- Service Catalog
- CMDB
- Asset Management
- Freddy AI
- Copilot
- Software License Management
Languages: French
Job description
Our client is looking for an ITSM Product Responsible specializing in Freshservice (Freshworks) to manage the administration, optimization, and deployment of new platform features. This role involves acting as the point person for the Freshservice solution and working across IT teams to improve ITSM processes and platform adoption.
Project overview
Context of the mission
As part of the evolution of its ITSM tools and processes, our client is looking for an ITSM Product Responsible specializing in Freshservice (Freshworks) to manage the administration, optimization, and deployment of new features for its platform.
You will act as the reference for the Freshservice solution, with a cross-functional role across different IT teams. You will be responsible for improving ITSM processes, platform adoption, and implementing new modules and features.
The objective is to evolve the platform towards a harmonized, high-performing, and user-oriented ITSM environment.
Your missions
Administration and evolution of Freshservice
Deployment and go-live of new features
You will notably lead the implementation of the following evolutions:
Optimization of ITSM processes
User support and adoption
Performance monitoring and continuous improvement
Technical environment
- Start mid-November
- 3 days of mandatory on-site travel per week near Lille
- Long-term mission
- Ensure the administration and proper functioning of the Freshservice platform.
- Manage configurations, updates, and functional evolutions.
- Harmonize Workspaces and structure support groups.
- Develop and maintain ITSM processes according to ITIL best practices.
- Design and evolve the IT service catalog.
- Implementation of a dynamic and reliable CMDB, covering all assets and their links to different sites.
- Deployment of L0 support with the assistance of AI Copilot.
- Activation and configuration of Freddy AI features for automated responses and insights.
- Deployment of the Journey module to manage Onboarding, Offboarding, Crossboarding, and extended absence workflows.
- Activation and adoption of the Software License Management, Status Page, Alert Management, Team Dashboards, and Custom Objects modules.
- Implement a change management calendar.
- Configure on-call schedules.
- Develop asset search and filtering forms by site.
- Implement notifications allowing users to track the progress of their tickets.
- Publish IT services and their availability levels.
- Propose dashboard templates to harmonize ticket tracking between technical teams.
- Gather the needs of different IT and business teams.
- Propose solutions adapted to operational challenges.
- Train and support users in mastering new features.
- Provide functional and technical support for the platform.
- Support teams in adopting new processes and tools.
- Monitor platform performance indicators:
- Incident resolution rate.
- Average response and resolution time for tickets.
- User satisfaction.
- Organize monthly KPI reviews.
- Identify areas for improvement and propose action plans.
- Ensure configuration compliance with security and data privacy policies.
- ITSM: Freshservice / Freshworks
- ITIL: Incident Management, Change Management, Service Catalog
- CMDB & Asset Management
- AI: Freddy AI, Copilot
- Modules: Software License Management, Status Page, Alert Management, Team Dashboards, Custom Objects, Journey
- Service Management: On-call Schedule, Service Health, Dashboards
Project details
- Start: flexible
- Remote: hybrid
- Location: Lille, France, FR
- Languages: French
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