What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Design, implement, and maintain automation workflows, rules, and scripts within FreshService to streamline IT and business processes.
• Continuously optimize existing automation processes to improve efficiency and performance.
• Develop and manage integrations between FreshService and other enterprise systems using REST APIs, webhooks, and custom scripts.
• Ensure seamless data exchange and interoperability between systems.
• Diagnose and resolve issues related to FreshService automation, including error handling, process bottlenecks, and integration failures.
• Provide technical support and troubleshooting expertise to ensure smooth operation of automation workflows.
• Collaborate with business process owners to analyze existing workflows, identify inefficiencies, and propose automation solutions aligned with ITSM best practices.
• Implement and refine automation solutions to address identified process gaps and enhance overall efficiency.
• Create and maintain comprehensive documentation for automation processes, rules, scripts, and integrations.
• Ensure documentation is clear, accurate, and accessible for current and future team members.
• Work closely with IT, support, and other business units to gather requirements, understand business needs, and translate them into effective automation solutions.
• Facilitate communication between technical and non-technical stakeholders to ensure alignment and clarity.
• Stay up-to-date with FreshService updates and industry trends to continuously improve and expand the platform’s automation capabilities.
• Propose and implement innovative solutions to enhance automation processes.

Who are we looking for?

• Minimum of 3-5 years in IT Service Management, with at least 2 years focused on FreshService administration, automation, or development.
• Proficiency in scripting languages (e.g., Python, JavaScript, PowerShell).
• Experience with REST APIs and webhooks.
• Strong understanding of ITIL processes (Incident, Problem, Change Management) and experience aligning automations with ITSM best practices.
• Demonstrated ability to troubleshoot and resolve complex technical issues related to automation and system integration.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical stakeholders effectively.
• Experience in managing IT projects, particularly those involving system configurations, process improvements, or automation implementations.