Administer and optimize Freshdesk/Freshservice - service catalogs, business rules, approvals, assignment groups, and SLAsDesign ITIL-aligned incident, problem, change, knowledge, and asset management processesBuild workflow automation for routing, approvals, escalations, and notificationsIntegrate with Microsoft Entra ID, Intune, Defender, and monitoring platforms via REST APIs and webhooksDevelop operational dashboards and reporting for IT leadershipREQUIREMENTS:5+ years in IT service management, IT operations, or service desk management3+ years hands-on administering Freshservice and/or FreshdeskStrong ITIL foundation and demonstrated workflow design experienceExperience with ITSM integrations and APIsAbility to translate business requirements into practical ITSM solutionsPREFERRED 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