Freshservice Consultant

Role: Freshservice Consultant
Years of Experience: 7+ years
Location: Chicago, IL 60605 Hybrid (3days/week onsite)
 
Job Description:
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 data.
·       Deliverables:
 
Current-State Assessment
·       o Assessment of the existing FreshService configuration.
·       o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement.
·       o Recommendations prioritized by business impact and effort.
 
Service Catalog and Category Redesign
·       o Redesigned category/subcategory structure.
·       o Updated service catalog and request types.
·       o Updated routing and assignment rules.
·       o Reduction of inappropriate use of “Other.”
·       o Documentation of the new category structure.
 
SLA Framework
·       o Assessment of existing SLA configurations.
·       o Recommended service-specific SLA targets.
·       o Updated priority/urgency definitions and escalation rules.
·       o Configured and tested SLA workflows.
·       o SLA performance reporting.
 
Asset Management
·       Cleaned and standardized asset records.
·       Identification and resolution of duplicate records.
·       Recommended asset management procedures.
·       Updated asset reports/dashboards.
·       Documentation of ongoing asset management practices.
·       Reporting and Dashboards
·       Review and enhancement of existing reports.
·       Development of management level dashboards.
·       Reports supporting ticket trends, categories, SLA performance, workload, and asset management.
 
Workflow and Automation
·       Configuration and testing of approved workflows and automations.
·       Automated routing and assignment were appropriate.
·       Reduction of manual processes and ticket reassignment.
·       Documentation and Knowledge Transfer
·       Configuration documentation.
·       Administrative procedures.
·       Training for designated CHA staff.
·       Knowledge transfer to ensure CHA can maintain the environment after the consultant’s engagement.
 
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.
 
Work Schedule & Location:
·       This is a hybrid role requiring three (3) days per week onsite at CHA headquarters: 60 E Van Buren St., Chicago, IL 60605.
·       The remaining workdays may be completed remotely, subject to CHA’s telework policy.