Role Overview:
We are looking for a Senior Consultatnt with a strong background in automating IT processes, particularly in FreshService and Joiners, Movers, and Leavers (JML) automation. The ideal candidate will have experience working with FreshService in an SaaS environment, and proficiency in automating various service desk processes, including JML tasks. Additionally, expertise in PowerShell scripting for task automation within nodes or general scripting is essential for this role.
As a Senior Engineer in Service Automation, you will focus on enhancing the automation capabilities within Freshservice, driving efficiency, improving service delivery, and ensuring the end-user experience is optimized.
Key Responsibilities:
1. Automation of JML Process:
Design and implement Joiners, Movers, and Leavers (JML) automation workflows within Freshservice to streamline user onboarding, role changes, and offboarding.
Leverage PowerShell scripting to automate tasks such as user provisioning and de-provisioning, updating Active Directory, and integrating with other systems like HRMS for seamless JML operations.
Implement efficient role-based automation to ensure compliance with organizational security policies and procedures.
2. FreshService Expertise & Custom Applications:
Develop and maintain custom applications within Freshservice using Node.js, Python, and PowerShell to extend the platform’s functionality and automate service desk processes.
Integrate Freshservice with enterprise systems such as Active Directory, HRMS, and email systems using PowerShell scripts to synchronize user data and improve workflow automation.
Troubleshoot and resolve Freshservice-related issues, ensuring high availability and smooth service desk operations.
3. RPA and ITSM Automation:
Drive Robotic Process Automation (RPA) initiatives using tools like Automation Anywhere and MS Power Automate to automate repetitive tasks such as incident routing, service request processing, and change management.
Use PowerShell scripts to automate system-level tasks and integrate Freshservice with other tools, improving automation and reducing manual effort.
Work closely with cross-functional teams to design automation workflows that optimize service desk processes, increase operational efficiency, and enhance end-user satisfaction.
4. Process Improvement & Efficiency:
Implement automation to improve First Call Resolution (FCR) rates by automating ticket categorization, assignment, and escalation based on predefined rules.
Enhance ticket deflection strategies using automation to guide users through self-service portals, reducing ticket volume.
Continuously monitor service desk performance and identify areas for automation and process improvement using PowerShell scripts and other automation tools.
5. Collaboration and Stakeholder Management:
Collaborate with cross-functional teams including HR, IT, and security to ensure the automated JML process aligns with organizational policies and compliance standards.
Act as a subject matter expert (SME) for Freshservice, providing insights, guidance, and best practices for automation to stakeholders.
Communicate effectively with business stakeholders to understand requirements, and provide regular progress updates on automation initiatives and project milestones.
6. Metrics and Reporting:
Create and manage custom dashboards to measure the success of JML automation and other service desk automation initiatives, sharing results with leadership.
Qualifications & Experience:
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6+ years of experience in IT automation, service desk management, and ITSM tool administration, with a focus on Freshservice.
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3+ years of experience automating Joiners, Movers, and Leavers (JML) processes, with hands-on experience using PowerShell scripting to automate IT tasks like Active Directory updates, provisioning, and de-provisioning.
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Proficiency in Freshservice SDK, Node.js, Python, and PowerShell scripting to automate tasks and create custom applications within the Freshservice platform.
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Strong knowledge of ITIL processes, particularly in incident management, change management, and request management.
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Experience integrating Freshservice with enterprise tools such as Active Directory, HRMS, and cloud systems using PowerShell and other automation techniques.
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Ability to design and implement efficient automation workflows that improve operational efficiency, SLA compliance, and end-user experience.
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Familiarity with reporting and analytics tools like Power BI, Databricks, and Freshservice Analytics to track and report on automation metrics.
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Bachelor's degree in Computer Science, Information Technology, or related field.
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Certifications in Freshservice, PowerShell, or other relevant automation tools are a plus.
Preferred Experience:
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Experience with Freshworks products, particularly Freshservice in an enterprise environment.
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Experience with Robotic Process Automation (RPA) and integration of RPA tools in service desk environments.
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Strong knowledge of cloud platforms like AWS, Azure, and GCP.
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Experience managing global service desk operations, and optimizing service delivery through automation.
Key Success Metrics:
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Successful implementation and optimization of JML automation workflows.
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Improvement in First Call Resolution (FCR) and ticket deflection rates through automation.
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Enhanced SLA compliance and operational efficiency due to automation.
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Reduction in manual processes and operational costs by automating service desk functions.
