**Job Summary:**

We are seeking a Freshservice Administrator to manage and optimize our IT service management (ITSM) platform. The ideal candidate will configure workflows, automate processes, integrate third-party tools, and ensure efficient ticket management.

**Key Responsibilities:**

* Administer, configure, and maintain the Freshservice ITSM platform.

* Create and customize workflows, automation rules, SLA policies, and ticket routing.

* Manage user roles, permissions, and access controls.

* Develop and maintain service catalogs, knowledge base articles, and asset management.

* Integrate Freshservice with third-party tools (e.g., Microsoft 365, Slack, Jira, etc.).

* Monitor system performance, troubleshoot issues, and provide user training.

* Generate and analyze reports for service performance and process improvements.

* Ensure compliance with ITIL best practices and organizational policies.

**Required Skills & Qualifications:**

* Bachelor's degree in IT, Computer Science, or a related field (preferred).

* 1-3+ years of experience administering Freshservice or similar ITSM platforms.

* Strong understanding of ITIL principles and ITSM best practices.

* Experience with automation, workflow design, and API integrations.

* Proficiency in Freshservice Admin Console, reporting tools, and asset management.

* Strong analytical, troubleshooting, and communication skills.

**Preferred Qualifications:**

* Freshservice certification or prior experience in a similar role.

* Knowledge of scripting (JavaScript, Python, or PowerShell) for automation.

* Experience integrating Freshservice with third-party applications.