FreshService ITSM Support Portal Consultant

Job Title: FreshService ITSM Support Portal Consultant

Job Location: TROY MI 48084 Remote (anywhere in US if they can travel to Troy, MI when required)

Onsite Requirements:

• FreshService ITSM Design, development, implementation experience


• Proven experience designing Service/Support Portal to meet customer requirements.


• Excellent verbal and written communication experience to work with leadership, stakeholders, users etc and develop new and update existing technical design docs.

Job Description:

• FreshService ITSM Consultant to lead the redesign of the existing FreshService ITSM Support portal.


• The candidate will have extensive experience in designing and developing FreshService ITSM solutions, along with a demonstrated ability to evaluate customer requirements and propose innovative design solutions.


• Strong verbal and written communication skills are essential for effectively collaborating with leadership, stakeholders, and users, as well as for creating and updating technical design documents.

Key Responsibilities:

1. Assessment and Requirements Gathering:
   
   
   
   • Conduct a comprehensive assessment of the current FreshService ITSM Support portal.
   
   
   • Engage with stakeholders and users to gather requirements and understand pain points.
   
   
   • Analyze user feedback and technical requirements to inform the redesign process.
   
   
   
   


2. Design Proposal:
   
   
   
   • Develop a detailed design proposal for the new FreshService ITSM Support portal, incorporating customer requirements and best practices.
   
   
   • Create wireframes, mockups, and prototypes to visualize proposed design changes.
   
   
   • Present design proposals to stakeholders and incorporate feedback into final designs.
   
   
   
   


3. Development and Customization:
   
   
   
   • Work closely with development teams to implement the approved design changes.
   
   
   • Customize FreshService ITSM platform configurations to align with the proposed design.
   
   
   • Ensure that the redesigned portal meets usability, accessibility, and performance standards.
   
   
   
   


4. Technical Documentation:
   
   
   
   • Create and update technical design documents, including architecture diagrams, data models, and system workflows.
   
   
   • Document configuration changes, customizations, and integration requirements for the redesigned portal.
   
   
   • Provide training and support to development teams and end users on the use and maintenance of the redesigned portal.
   
   
   
   


5. Communication and Collaboration:
   
   
   
   • Communicate effectively with leadership, stakeholders, and users to ensure alignment on project goals and progress.
   
   
   • Collaborate with cross-functional teams, including IT, support, and operations, to gather input and feedback throughout the redesign process.
   
   
   • Facilitate meetings, workshops, and presentations to drive consensus and decision-making.
   
   
   
   

Qualifications:

1. Experience: Proven experience designing and developing FreshService ITSM solutions, including support portals and workflows.


2. Technical Skills: Proficiency in FreshService ITSM platform configuration and customization. Familiarity with web technologies (HTML, CSS, JavaScript) is a plus.


3. Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to diverse audiences.


4. Analytical Thinking: Strong analytical and problem-solving skills, with a focus on understanding user needs and translating them into actionable design requirements.


5. Collaboration: Ability to work collaboratively with cross-functional teams in a dynamic environment, while also being able to work independently when necessary.


6. Project Management: Demonstrated ability to manage multiple tasks and priorities within a project timeline, while ensuring attention to detail and quality.

Education:

• Bachelor's degree in computer science, Information Technology, or related field preferred.