Itsm Freshservice Engineer

Matchpoint; Teletrabalho; BRL 380.000 - 489.000; Tempo integral

Resumo da oferta

An innovative global IT-Engineering firm is seeking an ITSM FreshService Engineer. This remote role in Brazil involves optimizing the IT service management platform. Candidates should have 3-5 years in ITSM, with a strong focus on Freshservice administration. Responsibilities include configuring Freshservice modules, implementing automation workflows, and collaborating with various teams. The ideal candidate will have excellent problem-solving and communication skills, along with an understanding of the ITIL framework and tools.

Qualificações

• 3-5 years of experience in ITSM roles.
• At least 2 years of hands-on experience in Freshservice.
• Strong understanding of service management principles.

Responsabilidades

• Configure, customize, and maintain Freshservice modules.
• Implement automation workflows and SLAs.
• Design and refine ITSM processes aligned with ITIL best practices.
• Collaborate with teams to gather requirements.
• Provide training on Freshservice usage.
• Develop dashboards to track KPIs.

Conhecimentos

ITIL framework knowledge

Freshservice administration

Automation and scripting

Problem-solving

Communication skills

Stakeholder management

Formação académica

Certifications in ITIL or Freshservice

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

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.

At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

Key Responsibilities

• Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
• Implement automation workflows, SLAs, and integrations with other enterprise tools.
• Design and refine ITSM processes aligned with ITIL best practices.
• 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.
• Develop dashboards and reports to track KPIs, SLA adherence, and service performance.
• 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.

The essential requirements of the job include

• 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.