Freshservice (ITSM) Specialist

Immediate long term contract opportunity for Freshservice (ITSM) Specialist with direct client in Uniondale, NY.

Our client – a major utility firm based in Long Island - is seeking professional services assistance to fully leverage its Information Technology Service Management (ITSM) tool, Freshservice. This includes optimizing configurations, and building a strong foundation for service management aligned with ITIL version 4 best practices.

Environmental Optimization:
• Review the existing Freshservice configurations and setup.
• Advise on optimal usage of features (e.g., onboarding/offboarding, automation, service catalog, orchestration), being on the highest plan
• Implement workflow improvements where necessary.
• Align workflows with evolving business requirements (e.g., onboarding/offboarding for HR)

Self-Service and AI Adoption:
• Analyze existing ticket service data.
• Identify common/request types that could be redirected to self-service or handled by Freddy AI.
• Review and enhance the knowledge base to better support Freddy AI’s capabilities.
• Establish a baseline of how many tickets are being resolved via self-service today and create metrics to track improvements.
• Freddy AI full utilization, including Copilot, AI Agent, and Insights configurations.

Service Portal Redesign:
• Assist in redesigning the Fresh service support portal using the no-code and/or code designer.
• Ensure all design and branding changes are made in the sandbox and reviewed/approved before pushing to production.
• Support a phased, low-risk approach to front-end customization.

Advanced Feature Implementation:
• Plan and implement orchestration features (e.g., automation with third-party systems).
• Determine which orchestration features provide the highest ROI and implement them in prioritized phases.

Gap Analysis and Recommendations:
• Review current implementation against business requirements and ITILv4 best practices.
• Conduct discovery sessions to capture needs, map existing workflows, and identify improvement areas.
• Recommend and implement:
• Platform-native solutions.
• Third-party integrations
• Enhancements to increase efficiency, reduce ticket volume, boost user experience, and align with ITILv4 best practices.

Knowledge Transfer & Support:

• Train the internal team on:
• Best practices for Fresh service.
• Maintaining workflows and orchestrations post go live.

• Provide dedicated support during the initial phase to troubleshoot any implementation or migration issues.
• Provide comprehensive documentation of configurations, workflows, and processes.
• Record training sessions to ensure future staff have reference material for continuity.

TRIGYN IS AN EQUAL OPPORTUNITY EMPLOYER

About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.