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

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 - Mexico City, CDMX, Mexico #J-18808-Ljbffr

📌 Itsm platform expert – freshdesk / freshservice (Xico)
🏢 Value2Biz de Mexico
📍 Xico