Job Title: – Freshservice Consultant
Contract Term : One (1) YEAR BASE TERM and One (1) Option Year
Location
- This is a hybrid Chicago, IL 60605.
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.
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 da ta.
Consultant-Finance (Remote) in chicago at Unknown Company
This position is listed as contract and hybrid.