ITSM Application Support

Role Overview: As a Fresh service ITSM Application Support Engineer, you will be responsible for managing and supporting IT Service Management processes using the Fresh service cloud-based ITSM platform. This offshore engagement involves providing support to a leading enterprise client in Qatar. Key Responsibilities: - Administer, configure, and support the Fresh service ITSM platform, including incident, problem, change, and service request modules. - Manage end-to-end ITSM workflows, automation rules, SLA policies, and escalation matrices within Fresh service. - Support Event Management (EM) processes by monitoring alerts, correlating events, and ensuring timely responses to IT events. - Troubleshoot Fresh service application issues and coordinate with Freshworks support when necessary. - Onboard new users, manage roles/permissions, and handle day-to-day admin requests. - Generate reports and dashboards for ITSM metrics and SLA compliance. - Support the integration of Fresh service with third-party tools such as monitoring tools, CMDB, and communication platforms. - Document configurations, SOPs, and knowledge base articles. - Participate in ITSM process improvement initiatives. Qualification Required: - 12+ years of overall IT experience. - Hands-on experience with Fresh service ITSM platform in administration, configuration, and support. - Strong understanding of ITSM processes including Incident Management, Problem Management, Change Management, and Service Request Management. - Experience with Event Management (EM) workflows. - Ability to work independently in an offshore model with minimal supervision. Additional Details: This position requires a Bachelor's degree in Computer Science, IT, or a related field. It is also beneficial to have ITIL v3/v4 Foundation certification and experience integrating Fresh service with monitoring or CMDB tools. Prior experience supporting GCC/Middle East enterprise clients would be considered a plus. Role Overview: As a Fresh service ITSM Application Support Engineer, you will be responsible for managing and supporting IT Service Management processes using the Fresh service cloud-based ITSM platform. This offshore engagement involves providing support to a leading enterprise client in Qatar. Key Responsibilities: - Administer, configure, and support the Fresh service ITSM platform, including incident, problem, change, and service request modules. - Manage end-to-end ITSM workflows, automation rules, SLA policies, and escalation matrices within Fresh service. - Support Event Management (EM) processes by monitoring alerts, correlating events, and ensuring timely responses to IT events. - Troubleshoot Fresh service application issues and coordinate with Freshworks support when necessary. - Onboard new users, manage roles/permissions, and handle day-to-day admin requests. - Generate reports and dashboards for ITSM metrics and SLA compliance. - Support the integration of Fresh service with third-party tools such as monitoring tools, CMDB, and communication platforms. - Document configurations, SOPs, and knowledge base articles. - Participate in ITSM process improvement initiatives. Qualification Required: - 12+ years of overall IT experience. - Hands-on experience with Fresh service ITSM platform in administration, configuration, and support. - Strong understanding of ITSM processes including Incident Management, Problem Management, Change Management, and Service Request Management. - Experience with Event Management (EM) workflows. - Ability to work independently in an offshore model with minimal supervision. Additional Details: This position requires a Bachelor's degree in Computer Science, IT, or a related field. It is also beneficial to have ITIL v3/v4 Foundation certification and experience integrating Fresh service with monitoring or CMDB tools. Prior experience supporting GCC/Middle East enterprise clients would be considered a plus.