SUMMARY/ROLE:

 
The FreshService Administrator will be responsible for configuring the IT ticket system “FreshService”. They will be setting up automation of tickets, setting up new workflows, and best practices within the system.
     

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

• Prioritizing workflows that need to be set up
• Setting up Change Management
• Setting up Service Request workflows
• Setting up Hardware and Software asset management within FreshService
• Create documentation of FreshService
• Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system.
• Manage processes and interactions:
  • Prioritizing/triaging work, taking into consideration skills required and estimated time to complete tasks
  • Develop, implement and ensure processes, procedures, and standards are followed
  • Establish parameters for and monitor work quality and performance metrics
  • Conduct root-cause analysis to identify systemic issues and prevent future incidents
  • Create analysis and trending reports for assigned unit

 
KNOWLEDGE, AND ABILITIES
 

• Experience with FreshService ticket system.
• Establish problem resolution expectations and timeframes  Excellent customer service orientation
• Experience with ITSM
• Experience with IT service management methodologies such as ITIL
• Proven ability to meet customer expectations
• Demonstrated ability to influence others to move toward a common vision or goal
• Demonstrated understanding of client relationship management, process improvement, and proactively promoting best practices in customer support
• Demonstrated communication ability in presentation and advance writing skills (e.g., reflecting sensitivity to tone, audience, and situation)

 
 
SKILLS REQUIRED FOR THE POSITION
 

• The FreshService Administrator is expected to work independently and remotely, following guidelines and priorities set by the Engagement Manager
• Respond to Service Requests and Incident Reports relating to changes that need to be made in FreshService
• Track and manage problem resolution and escalations related to FreshService.
• Employees are responsible for familiarizing themselves with and complying with all Astadia policies, procedures, and standards including those dealing with information security (ISMS). Specifically, employees are also responsible for reporting any Security violations to their site’s Security Coordinator or the Director of Information Security. ISMS training will be provided to new employees and periodically to all employees.

 

 

EDUCATION AND EXPERIENCE:

 

• 2+ years of working within FreshService as an administrator.
• Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience
• 2+ years of information technology experience at an enterprise level in a related role requiring customer service, confidentiality, timeliness, organization, prioritization, troubleshooting, and working independently to successfully achieve result