Digital Transformation Specialist

Bebeeservice; Salvador; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

An innovative IT services company is seeking a highly skilled IT Service Management Professional to optimize their service management platform. The role involves configuring Freshservice, engaging with stakeholders, and driving process improvement. The ideal candidate should possess strong IT service management skills and a solid understanding of ITIL practices. This position is remote and offers an opportunity to impact service delivery within a global team.

Serviços

Award-winning culture

Qualificações

• Proven experience in IT service management with a focus on Freshservice.
• Strong knowledge and application of ITIL best practices.
• Experience in automating service management processes.

Responsabilidades

• Configure and maintain Freshservice modules.
• Collaborate with teams to improve service delivery.
• Develop reports and dashboards to track service performance.

Conhecimentos

IT Service Management

Incident Management

Process Optimization

Stakeholder Engagement

Freshservice

Ferramentas

Freshservice

ITIL

Descrição da oferta de emprego

IT Service Management ProfessionalWe are seeking a highly skilled and proactive IT service management professional with proven experience in leading and optimizing our IT service management platform.This role is critical in driving operational excellence, enhancing user experience, and aligning service delivery with business needs.This position is part of the global infrastructure and operation team and will be remote India or Brazil.The key responsibilities include : Freshservice Platform Ownership : Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.Implement automation workflows, SLAs, and integrations with other enterprise tools.Process Optimization & Governance : Design and refine ITSM processes aligned with ITIL best practices.

Ensure compliance, consistency, and continuous improvement across service management operations.Stakeholder Engagement : Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.

Provide training and support to end-users and internal teams on Freshservice usage and enhancements.Reporting & Insights : Develop dashboards and reports to track KPIs, SLA adherence, and service performance.

Analyze trends to identify improvement opportunities and reduce ticket resolution time.Innovation & Integration : Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.

Support initiatives around self-service, knowledge management, and AI-driven support.ResponsibilitiesKey Performance IndicatorsAward-winning culture