ITSM Fresh Service

TCS hiring

Role: ITSM Fresh Service

experience: 5-10

Location: Bangalore

Must have:

·

Freshservice Platform Ownership o Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog. o Implement automation workflows, SLAs, and integrations with other enterprise tools. ·

Process Optimization & Governance o Design and refine ITSM processes aligned with ITIL best practices. o Ensure compliance, consistency, and continuous improvement across service management operations. ·

Stakeholder Engagement o Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions. o Provide training and support to end-users and internal teams on Freshservice usage and enhancements. ·

Reporting & Insights o Develop dashboards and reports to track KPIs, SLA adherence, and service performance. o Analyze trends to identify improvement opportunities and reduce ticket resolution time. ·

Innovation & Integration o Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities. o Support initiatives around self-service, knowledge management, and AI-driven support.