ITSM Administrator (Freshservice)
- Claidroid Technologies
- 3 - 7 years
- Pune
- 2 months ago
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Job Description
Job Title: ITSM Administrator Freshservice
Experience: 3-6 years
Location: Pune
Mode: on site
Employment Type: Permanent
About Claidroid Technologies
At Claidroid Technologies, were helping enterprises across India, Helsinki, and the USA transform through cutting-edge solutions in Enterprise Service Management and Enterprise Security. With a strong foundation in ServiceNow, IAM, and Digital Archiving, were a fast-growing, innovation-led company where your skills can make a real impact.
About the Role
We are seeking a skilled Freshservice Administrator / ITSM Specialist to manage and enhance our IT service management platform. The ideal candidate will have hands-on experience with Freshservice, a solid understanding of ITIL framework, and a passion for optimizing ITSM processes. This role involves platform ownership, process improvement, stakeholder engagement, and leveraging automation to enhance service delivery.
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 of hands-on 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.
Requirement: Immediate joiners preferred.
Join Claidroid Technologies?
Global exposure with high-impact
Hybrid working flexibility
Agile, collaborative work culture
Eligibility (Must-Have)
- Immediate joiner or serving notice less than 30 days only.
- Do not apply if your notice period exceeds 30 days or youre not on a project.
Take the next step in your career
connect with us via email: vi**********d@cl******d.com or Call 9892691***
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Infrastructure ArchitectEmployement Type: Full timeContact Details:
Company: Claidroid TechnologiesLocation(s): Pune
Keyskills: Freshservice Administration Change Management ITSM Api Integration Problem Management Incident Management ITIL SLA Management automation work flow Service Catalog
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Claidroid Technologies
The Gateway Group of Companies is a privately held global enterprise, headquartered in India and The Netherlands. The Group comprises of 20 independent operating companies across 15 countries.
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