ITSM Fresh Service

Match Point Solutions; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global IT-Engineering services company is seeking a highly skilled ITSM Fresh Service Engineer to optimize their IT service management platform. This pivotal role involves configuring Freshservice, driving operational excellence, and enhancing user experience in a remote environment. Ideal candidates will have 3-5 years of ITSM experience with strong knowledge of ITIL principles and Freshservice administration. Join a team committed to innovative technology solutions and operational efficiency.

Qualificações

• 3–5 years of experience in ITSM roles with at least 2 years in Freshservice.
• Strong understanding of ITIL framework.
• Experience with automation scripting and API integrations.

Responsabilidades

• Configure and maintain Freshservice modules.
• Design ITSM processes aligned with ITIL best practices.
• Collaborate with teams to gather requirements.
• Develop dashboards to track KPIs and service performance.

Conhecimentos

Freshservice administration

ITIL framework understanding

Automation scripting

Excellent problem-solving skills

Strong communication skills

Stakeholder management

Formação académica

ITIL certification

Freshservice certification

Descrição da oferta de emprego

MatchPoint Solutions is a fast‑growing, young, energetic global IT‑Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more! More recently we have expanded to working internationally in Canada, China, Ireland, UK, Brazil and India. Through our culture of innovation we inspire, build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry‑specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!

This is a large‑impact role that demands someone who can excel in a fast‑paced and ever‑changing environment.

Role

ITSM Fresh Service Engineer

Location

India or Brazil (remote)

Work Time Zone

PST overlap

Start Date

Immediate

Rate: $25 / hr (DOE)

We are seeking a highly skilled and proactive ITSM Engineer with proven experience in Freshservice to lead and optimize 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 IT Global Infrastructure & Operation team and will be remote (India or Brazil).

Key Responsibilities

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.

Essential Requirements

• 3–5 years of experience in ITSM roles with at least 2 years hands‑on experience in Freshservice administration and configuration.
• Strong understanding of ITIL framework and service‑management principles.
• Experience with automation scripting and API integrations within Freshservice.
• Excellent problem‑solving, communication and stakeholder‑management skills.
• Certifications in ITIL, Freshservice or related platforms are a plus.

Travel & Physical / Environment Requirements

5%–15% travel as per business requirements.

Why This Role Matters

This role is pivotal in shaping our IT service delivery model, improving operational efficiency and enhancing user satisfaction. You’ll be the go‑to expert for Freshservice, driving innovation and reliability across our ITSM landscape.

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Employment Type: Full Time

Experience: years

Vacancy: 1