Itsm Freshservice Engineer

Matchpoint; São Caetano do Sul; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global IT-Engineering services provider is seeking an ITSM FreshService Engineer to manage configurations and optimizations for the Freshservice platform. This remote position requires 3–5 years of ITSM experience, with specific expertise in Freshservice, ITIL principles, and effective communication. Join a forward-thinking team delivering innovative solutions to clients globally.

Qualificações

• 3–5 years of experience in ITSM roles.
• At least 2 years hands-on experience in Freshservice administration.
• Experience with automation, scripting, and API integrations.

Responsabilidades

• Configure, customize, and maintain Freshservice modules.
• Design and refine ITSM processes aligned with ITIL.
• Collaborate with service teams to gather requirements.

Conhecimentos

Freshservice administration

ITIL framework knowledge

Automation and scripting

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!

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.