Itsm Freshservice Engineer

Matchpoint; Contagem; Teletrabalho; BRL 269.000 - 378.000; Tempo integral

Resumo da oferta

A global IT-Engineering services company is seeking an ITSM FreshService Engineer for its expanding team. The role involves ownership of the Freshservice platform, optimizing ITSM processes, and collaborating with various teams to implement best practices. Candidates should have 3-5 years in ITSM roles and strong ITIL knowledge. This is a remote position based in Brazil, with a contract of 12+ months offering opportunities for innovation and integration.

Qualificações

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

Responsabilidades

• Configure, customize, and maintain Freshservice modules.
• Design and refine ITSM processes aligned with ITIL best practices.
• Collaborate with teams to gather requirements and deliver solutions.
• Develop dashboards and reports to track KPIs and service performance.
• Explore and implement new Freshservice features.

Conhecimentos

ITIL framework understanding

Freshservice administration

Problem-solving skills

Communication skills

Stakeholder management

API integrations

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!

Title: ITSM FreshService Engineer

Location: Brazil (Remote)

Contract: 12+ Months

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, Motor Vehicle Record & Physical / Environment Requirements

• 5%-15% travel as per business requirements.