FreshService ITSM Support Portal Consultant

2 weeks ago

Troy, United States Softworld Inc Full time

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:

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.


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.


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.


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.


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:

Experience: Proven experience designing and developing FreshService ITSM solutions, including support portals and workflows.
Technical Skills: Proficiency in FreshService ITSM platform configuration and customization. Familiarity with web technologies (HTML, CSS, JavaScript) is a plus.
Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to diverse audiences.
Analytical Thinking: Strong analytical and problem-solving skills, with a focus on understanding user needs and translating them into actionable design requirements.
Collaboration: Ability to work collaboratively with cross-functional teams in a dynamic environment, while also being able to work independently when necessary.
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.

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