- 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

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