The Role
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
● 5+ 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).
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The Company
What We Do
Saviynt’s Enterprise Identity Cloud helps modern enterprises scale cloud initiatives and solve the toughest security and compliance challenges in record time. The company brings together identity governance (IGA), granular application access, cloud security, and privileged access to secure the entire business ecosystem and provide a frictionless user experience.
