o Reports supporting ticket trends, categories, SLA performance, workload, and asset management. o Develop appropriate documentation for configurations, workflows, categories, automations, reports,
Numbers & Facts
Location
Chicago, IL
Job Type
Full-time
Description
Scope of Service * Service Catalog and Category Optimization o Review and redesign the existing FreshService service categories, subcategories, and request types to accurately reflect the IT services currently provided. * Workflow and Ticket Routing Optimization o Review existing ticket workflows, assignment rules, automations, and routing configurations. o Identify opportunities to automate ticket assignment based on category, service request type, location, or other relevant criteria. o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team. o Recommend and implement workflow improvements that improve efficiency and reduce ticket resolution times. * SLA Assessment and Optimization o Review CHA’s existing Service Level Agreement (SLAs), including response and resolution targets, to determine whether they are reasonable, achievable, and aligned with industry ITSM best practices. o Recommend and implement an appropriate SLA framework including service-specific targets, priority definitions, escalation rules, and applicable SLA conditions. o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify recurring SLA breaches, and evaluate service performance. o Provide recommendations for ongoing SLA governance. * Reporting and Analytics Enhancements o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category, service, department, location, assignment group, priority, resolution time, SLA and other relevant measures. o Ensure the redesigned category structure supports accurate and actionable reporting. * Service Catalog/User Experience o Review the current service catalog and request forms from the end-user perspective. o Simplify and improve the user experience so employees can quickly identify the appropriate service or request type. o Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently. o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and align with CHA’s Change Management Process. * ITSM Best Practices and Platform Optimization o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best practices. o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the platform. o Provide hands-on configuration and implementation support rather than recommendations alone. o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the engagement. * Knowledge Transfer and Staff Training o Provide knowledge transfer to designated CHA IT staff throughout the engagement. o Develop appropriate documentation for configurations, workflows, categories, automations, reports, and administrative processes. o Provide training to CHA staff responsible for ongoing FreshService administration and management. * Asset Management Data Quality and Process Optimization o Review and assess the current FreshService asset management configuration and data to identify inaccurate, incomplete, outdated or duplicate asset records. o Cleanse and standardize asset data to establish a reliable and accurate asset inventory. o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and retirement to ensure data remains accurate and consistent. o Review the relationship between assets, users, locations, and other relevant records to improve asset tracking and accountability. o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility into its technology inventory, ownership, location, lifecycle status, and other key asset information. o Provide recommendations for ongoing asset data governance and periodic data quality reviews to prevent duplication and maintain the integrity of the asset data. Deliverables: * Current-State Assessment o Assessment of the existing FreshService configuration. o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement. o Recommendations prioritized by business impact and effort. * Service Catalog and Category Redesign o Redesigned category/subcategory structure. o Updated service catalog and request types. o Updated routing and assignment rules. o Reduction of inappropriate use of “Other.” o Documentation of the new category structure. * SLA Framework o Assessment of existing SLA configurations. o Recommended service-specific SLA targets. o Updated priority/urgency definitions and escalation rules. o Configured and tested SLA workflows. o SLA performance reporting. * Asset Management o Cleaned and standardized asset records. o Identification and resolution of duplicate records. o Recommended asset management procedures. o Updated asset reports/dashboards. o Documentation of ongoing asset management practices. * Reporting and Dashboards o Review and enhancement of existing reports. o Development of management level dashboards. o Reports supporting ticket trends, categories, SLA performance, workload, and asset management. * Workflow and Automation o Configuration and testing of approved workflows and automations. o Automated routing and assignment were appropriate. o Reduction of manual processes and ticket reassignment. * Documentation and Knowledge Transfer o Configuration documentation. o Administrative procedures. o Training for designated CHA staff. o Knowledge transfer to ensure CHA can maintain the environment after the consultant’s engagement. Required Qualifications: * Must demonstrate extensive experience in the successful implementation and administration of FreshService platform with complex IT environments that serve multiple departments. * Provide a minimum of two (2) client references from comparable organizations where the vendor has implemented or managed FreshService. * Describe the vendor’s methodology for implementing and aligning FreshService with ITIL best practice. * Must have a strong technical knowledge of the FreshService software including significant experience with workflow and process automation, ticket routing and assignment rules, SLA configuration and management. * Must have experience implementing FreshService asset and configuration management capabilities. * Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific business requirements. * Must demonstrate the ability to report on SLA compliance and trend analysis. * Must have excellent communication skills, including the ability to produce high-quality documentation.