WHAT YOU WILL BE DOINGWe are seeking an experienced and highly motivated FreshService Admin/Developer tojoin our dynamic team. In this role, you will play a critical role in driving the evolution ofour FreshService environment, from managing change requests and developing customsolutions to overseeing rigorous testing and deployment processes. You will be a keycontributor to ensuring the stability, security, and continuous improvement of our servicedesk platform.Objectives of this Role● Lead the change management process for all FreshService modifications andenhancements.● Develop and implement custom solutions within the FreshService platform usingscripting, automation, and integrations.● Oversee all aspects of testing and deployment activities for FreshServicechanges.● Ensure the security, stability, and performance of the FreshService environment.● Continuously identify and implement opportunities to improve FreshServiceprocesses and workflows.Responsibilities● Change Management:o Lead and manage the entire change management process forFreshService, including request evaluation, impact assessment, and riskmitigation.o Develop and maintain clear change control procedures anddocumentation.o Collaborate with stakeholders across the organization to gatherrequirements and prioritize changes.● Development & Customization:o Develop and implement custom solutions within FreshService usingscripting languages (e.g., JavaScript, Python) and APIs.o Integrate FreshService with other business applications and systems.o Create and maintain custom fields, workflows, and automations.● Testing & Deployment:o Plan and execute comprehensive testing strategies for all FreshServicechanges, including unit testing, integration testing, and user acceptancetesting.o Oversee the deployment of changes to the production environment.o Monitor system performance after deployments and address any issuespromptly.● System Optimization:
o Continuously analyze system performance and identify areas forimprovement.o Proactively identify and address potential security risks and vulnerabilities.o Stay abreast of the latest FreshService features and best practices.● Documentation & Training:o Develop and maintain comprehensive documentation for all FreshServiceprocesses and procedures.o Provide training and support to end-users on FreshService features andfunctionalities. YOU BRING● 3+ years of experience as a FreshService Administrator or a similar role.● Strong experience with scripting languages (e.g., JavaScript, Python) and APIs.● Proven ability to develop and implement custom solutions within FreshService.● Excellent understanding of data security principles and best practices.● Demonstrated experience in managing access requests and provisioningworkflows.● Strong analytical and problem-solving skills.● Excellent communication and interpersonal skills.Preferred Skills and Qualifications● Experience with DevOps practices and tools.● Experience with data analysis and reporting.● Knowledge of cloud computing platforms (e.g., AWS, Azure).● Relevant industry certifications (e.g., ITIL, Freshworks Certifications).₹0 - ₹0 a year