FreshService Engineer

ITSM Engineer - Freshservice
3 Month Contract | Hybrid | London, Leeds or Manchester | £400 p/d Outside IR35

I'm currently working with a leading UK media and entertainment organisation who are looking for an experienced ITSM Engineer to join their Group Technology function on an initial 3-month contract.
The role sits within their Service Integration & Management (SIAM) team, supporting a complex technology environment and helping to continuously improve the organisation's IT Service Management platform.
You'll be working closely with the ITSM Product Manager, taking ownership of the administration, optimisation and continuous improvement of a Freshservice ITSM/ESM environment.
This is a hands-on role where you'll be responsible for keeping the platform stable and scalable, whilst also identifying opportunities to improve processes, introduce automation and enhance the overall user experience.
Key responsibilities will include:

• Administration and configuration of the Freshservice platform
• Managing multiple workspaces, roles and access
• Designing and maintaining workflows and automations
• Administration and optimisation of the CMDB
• Maintaining data integrity and relationships between systems
• Supporting integrations with other technology platforms
• Working with APIs, connectors and Scripting where required
• Identifying opportunities to automate manual processes
• Supporting the introduction of AI capabilities to reduce demand on support teams
• Building dashboards, reports and monitoring service performance
• Troubleshooting and resolving Freshservice platform issues
• Working with stakeholders to understand requirements and implement new functionality
• Supporting Incident, Problem and Change Management capabilities
• Working directly with Freshworks on platform issues and product improvements
• Contributing to the wider ITSM/ESM roadmap and continuous improvement strategy

Must have:

• Strong hands-on experience administering and configuring Freshservice
• Experience working with complex or multi-workspace ITSM environments
• Strong knowledge of workflows, automations and platform configuration
• Experience managing and maintaining a CMDB
• Good understanding of ITIL and ITSM processes
• Experience with APIs, integrations, connectors and/or Scripting
• Experience creating dashboards, reports and monitoring service performance
• An automation-focused mindset with a desire to improve manual processes
• Strong stakeholder management and communication skills
• A detail-oriented, analytical approach to troubleshooting and problem solving

Desirable:

• Experience with Device42
• Experience working with Freshworks/Freshservice integrations
• Experience implementing AI or automation within ITSM environments

This would suit someone who enjoys being hands-on with an ITSM platform, but also wants to have a genuine impact on how the platform is developed and used across a large technology organisation.