Freshservice Consultant
1 Year Contract Optional Renewal Year
Hybrid 3 day week
Chicago, IL
Tax Term: W2
Freshservice Consultant to support and optimize its Freshservice ITSM environment.
Core Responsibilities
Freshservice administration and configuration
Service catalog development and optimization
Incident, problem, change, and request management workflow design
Automation and orchestration of business processes
SLA configuration and monitoring
Reporting and dashboard development
Knowledge management improvements
Asset management/module administration
User support and troubleshooting
Continuous platform optimization
Best-practice ITSM recommendations
Required Qualifications
The consultant should demonstrate:
Experience implementing and administering Freshservice
Strong understanding of ITIL / IT Service Management principles
Experience with workflow automation
Service catalog design experience
Reporting and analytics capabilities
Excellent communication and stakeholder engagement skills
Ability to work independently in a hybrid environment
Deliverables
Freshservice platform administration
Workflow development and optimization
Service catalog enhancements
Process automation
KPI and executive dashboards
Documentation and knowledge transfer
Ongoing operational support
Evaluation Focus Areas
Relevant Freshservice experience
Qualifications of proposed consultant
Understanding of requirements
Ability to perform onsite work
Cost competitiveness
Minority/WBE participation (if applicable)
Requirements:
5+ years of Freshservice administration experience
ITIL certification (Foundation minimum)
Service desk transformation experience
ITSM process design experience
Workflow automation expertise
Public-sector or housing authority experience (if available)
