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 (Ciudad de México)
🏢 Value2Biz de Mexico
📍 Ciudad de México