ITSM Freshservice Consultant

Position: ITSM Fresh service Consultant

Contract Length: 6 months (with potential 6-month extension, up to 1 year)

Location: Remote

We are seeking an experienced ITSM Fresh service Consultant to optimize its Fresh service platform and strengthen service management practices aligned with ITIL v4 best practices. This role will lead configuration improvements, AI adoption, workflow optimization, and knowledge transfer to ensure long-term operational excellence.

• Review and optimize existing Fresh service configurations and workflows.
• Align ITSM processes with ITIL v4 best practices and evolving business needs (e.g., HR onboarding/offboarding).
• Maximize use of automation, orchestration, service catalog, and third-party integrations.
• Lead Freddy AI implementation (Copilot, AI Agent, Insights) and increase self-service adoption.
• Redesign the Fresh service support portal using no-code/code tools with sandbox governance.
• Conduct gap analysis, discovery sessions, and implement high-ROI enhancements.
• Deliver documentation, training sessions, and post-go-live support.

• Proven experience implementing and optimizing Fresh service or similar ITSM platforms.
• Strong knowledge of ITIL v4 framework and IT service management best practices.
• Experience with workflow automation, orchestration, AI enablement, and service portal design.
• Ability to conduct gap analysis and translate business requirements into technical solutions.

• Experience integrating third-party systems within ITSM environments.
• Strong training and documentation skills.

This ITSM Fresh service Consultant will play a critical role in enhancing service efficiency, reducing ticket volume, and elevating user experience through modern ITSM capabilities.

We look forward to reviewing your application!