Freshservice Consultant

Role:
Fresh service Consultant Years of

Experience:

7+ years

Location:

Chicago, IL 60605 Hybrid (3days/week onsite)

Job Description:

Service Catalog and Category Optimization
· o Review and redesign the existing Fresh Service service categories, subcategories, and request types to
· accurately reflect the IT services currently provided.

Workflow and Ticket Routing Optimization
· o Review existing ticket workflows, assignment rules, automations, and routing configurations.
· o Identify opportunities to automate ticket assignment based on category, service request type, location,
· or other relevant criteria.
· o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team.
· o Recommend and implement workflow improvements that improve efficiency and reduce ticket
· resolution times.

SLA Assessment and Optimization
· o Review CHA’s existing Service Level Agreement (SLAs), including response and resolution targets, to
· determine whether they are reasonable, achievable, and aligned with industry ITSM best practices.
· o Recommend and implement an appropriate SLA framework including service-specific targets, priority
· definitions, escalation rules, and applicable SLA conditions.
· o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify
· recurring SLA breaches, and evaluate service performance.
· o Provide recommendations for ongoing SLA governance.

Reporting and Analytics Enhancements
· o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category,
· service, department, location, assignment group, priority, resolution time, SLA and other relevant
· measures.
· o Ensure the redesigned category structure supports accurate and actionable reporting.

Service Catalog/User Experience
· o Review the current service catalog and request forms from the end-user perspective.
· o Simplify and improve the user experience so employees can quickly identify the appropriate service or
· request type.
· o Recommend improvement to forms and prompt to capture the information needed by IT to resolve
· requests efficiently.
· o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and
· align with CHA’s Change Management Process.

ITSM Best Practices and Platform Optimization
· o Assess the current Fresh Service configuration against Fresh Service capabilities and recognize ITSM best
· practices.
· o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the
· platform.
· o Provide hands-on configuration and implementation support rather than recommendations alone.
· o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the
· engagement.

Knowledge Transfer and Staff Training
· o Provide knowledge transfer to designated CHA IT staff throughout the engagement.
· o Develop appropriate documentation for configurations, workflows, categories, automations, reports,
· and administrative processes.
· o Provide training to CHA staff responsible for ongoing Fresh Service administration and management.

Asset Management Data Quality and Process Optimization
· o Review and assess the current Fresh Service asset management configuration and data to identify
· inaccurate, incomplete, outdated or duplicate asset records.
· o Cleanse and standardize asset data to establish a reliable and accurate asset inventory.
· o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and
· retirement to ensure data remains accurate and consistent.
· o Review the relationship between assets, users, locations, and other relevant records to improve asset
· tracking and accountability.
· o Develop or enhance…