ABOUT THE ROLE:
Administer and optimize Freshdesk/Freshservice - service catalogs, business rules, approvals, assignment groups, and SLAs
Design ITIL-aligned incident, problem, change, knowledge, and asset management processes
Build workflow automation for routing, approvals, escalations, and notifications
Integrate with Microsoft Entra ID, Intune, Defender, and monitoring platforms via REST APIs and webhooks
Develop operational dashboards and reporting for IT leadership
Lead continual service improvement initiatives

REQUIREMENTS:
5+ years in IT service management, IT operations, or service desk management
3+ years hands-on administering Freshservice and/or Freshdesk
Strong ITIL foundation and demonstrated workflow design experience
Experience with ITSM integrations and APIs
Ability to translate business requirements into practical ITSM solutions

PREFERRED ITIL 4 Foundation certification, Freshworks platform certifications, Freshservice IT Asset Management and Discovery, Microsoft Entra ID and Intune experience.
Success in this role means improved SLA compliance, reduced ticket backlog, higher first-contact resolution, and less manual work across the service desk.

📌 ITSM Platform Expert – Freshdesk / Freshservice (Ciudad de México)
🏢 Value2Biz de Mexico
📍 Ciudad de México