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WHAT YOU WILL BE DOING We are seeking an experienced and highly motivated FreshService Admin/Developer to join our dynamic team. In this role, you will play a critical role in driving the evolution of our FreshService environment, from managing change requests and developing custom solutions to overseeing rigorous testing and deployment processes. You will be a key contributor to ensuring the stability, security, and continuous improvement of our service desk platform. Objectives of this Role ● Lead the change management process for all FreshService modifications and enhancements. ● Develop and implement custom solutions within the FreshService platform using scripting, automation, and integrations. ● Oversee all aspects of testing and deployment activities for FreshService changes. ● Ensure the security, stability, and performance of the FreshService environment. ● Continuously identify and implement opportunities to improve FreshService processes and workflows. Responsibilities ● Change Management: o Lead and manage the entire change management process for FreshService, including request evaluation, impact assessment, and risk mitigation. o Develop and maintain clear change control procedures and documentation. o Collaborate with stakeholders across the organization to gather requirements and prioritize changes. ● Development & Customization: o Develop and implement custom solutions within FreshService using scripting languages (e.g., JavaScript, Python) and APIs. o Integrate FreshService with other business applications and systems. o Create and maintain custom fields, workflows, and automations. ● Testing & Deployment: o Plan and execute comprehensive testing strategies for all FreshService changes, including unit testing, integration testing, and user acceptance testing. o Oversee the deployment of changes to the production environment. o Monitor system performance after deployments and address any issues promptly. ● System Optimization:

o Continuously analyze system performance and identify areas for improvement. o Proactively identify and address potential security risks and vulnerabilities. o Stay abreast of the latest FreshService features and best practices. ● Documentation & Training: o Develop and maintain comprehensive documentation for all FreshService processes and procedures. o Provide training and support to end-users on FreshService features and functionalities. WHAT YOU BRING ● 3+ years of experience as a FreshService Administrator or a similar role. ● Strong experience with scripting languages (e.g., JavaScript, Python) and APIs. ● Proven ability to develop and implement custom solutions within FreshService. ● Excellent understanding of data security principles and best practices. ● Demonstrated experience in managing access requests and provisioning workflows. ● Strong analytical and problem-solving skills. ● Excellent communication and interpersonal skills. Preferred Skills and Qualifications ● Experience with DevOps practices and tools. ● Experience with data analysis and reporting. ● Knowledge of cloud computing platforms (e.g., AWS, Azure). ● Relevant industry certifications (e.g., ITIL, Freshworks Certifications).