Senior Freshservice Architect & ITSM Optimizer

Volantsoft Inc; Chicago (IL); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Volantsoft Inc. seeks a Freshservice Consultant with 7+ years of ITSM experience to optimize service catalogs, workflows, SLAs, and asset data in a hybrid Chicago environment.

The role focuses on redesigning service categories, automating ticket routing, implementing SLA frameworks, and delivering dashboards to monitor performance. You will transfer knowledge and ensure governance for ongoing FreshService administration.

Qualifications

• Must demonstrate extensive experience in the successful implementation and administration of FreshService in complex IT environments.
• Strong technical knowledge of FreshService including workflow automation, ticket routing, and SLA management.
• Experience implementing FreshService asset and configuration management capabilities.
• Ability to design custom forms/fields and ticket templates to meet business needs.
• Proven ability to report on SLA compliance and trend analysis.

Responsibilities

• Review and redesign the FreshService service catalog, subcategories, and request types.
• Analyze ticket workflows and routing; implement automation to improve first-touch routing.
• Assess and optimize SLAs; develop governance and dashboard reporting.
• Enhance reporting capabilities for ticket volume, SLA, and asset management.
• Provide knowledge transfer and training to CHA staff; deliver comprehensive documentation.
• Support asset data quality and ongoing governance post-engagement.

Skills

FreshService

ITIL

Workflow automation

Ticket routing

SLA configuration

Asset management

Configuration management

Custom forms

Reporting

Documentation

Tools

FreshService

Job description

Volantsoft Inc. seeks a Freshservice Consultant with 7+ years of ITSM experience to optimize service catalogs, workflows, SLAs, and asset data in a hybrid Chicago environment.

The role focuses on redesigning service categories, automating ticket routing, implementing SLA frameworks, and delivering dashboards to monitor performance. You will transfer knowledge and ensure governance for ongoing FreshService administration.