Freshservice Administrator / ITSM Analyst

Initech Global is seeking a Freshservice Administrator / ITSM Analyst for a 3-month contract engagement with potential extension based on successful execution of the role. The role is hybrid preferred, with onsite presence preferred when possible. A fully remote arrangement may be considered for the right US based candidate with the required Freshservice, ITSM, and ITIL experience.

This role will support the review, cleanup, configuration, and improvement of an existing Freshservice environment. The consultant will work with IT and business teams to improve helpdesk workflows, onboarding and termination processes, software access requests, SaaS functionality, and Freshservice workspace configuration.

Core Focus Areas

• Understand the current Freshservice workspace configuration, including ticket setup, workflows, and automation actions.
• Support setup of a Facilities Helpdesk with appropriate tickets, workflows, routing, and support processes.
• Rework the Employee Onboarding module, including possible use of the Journeys module.
• Implement and verify Freshservice SaaS module functionality.
• Enhance the “Add/Remove User from Group” process, including support for Entra group access.
• Modernize the “AD_Group_Live” custom object to improve manageability.
• Improve the Software Request workflow, including SaaS and Entra based access control.
• Work with groups such as EAS, Application Development, Facilities, HR, and other stakeholders to review ticket and workflow needs.
• Rework the termination process, with a focus on improving asset recovery.
• Clean up outdated tickets, workflows, automations, and legacy workflow functions.
• Support HR Helpdesk setup if timing allows, including ticket and workflow configuration.

Ideal Candidate Profile

The ideal candidate has hands-on Freshservice administration experience, strong ITSM and ITIL knowledge, and the ability to work directly with business and technical stakeholders. They should be comfortable reviewing existing workflows, identifying gaps, documenting improvements, and making practical configuration changes within Freshservice.

Required Skills

• Freshservice administration and configuration
• ITSM and ITIL process knowledge
• Ticket workflow setup and cleanup
• Service request and approval workflow experience
• SaaS management or software request workflow experience
• Microsoft Entra ID or Active Directory group workflow familiarity
• Strong documentation and stakeholder communication skills
• Ability to work independently in a 3 month contract environment

Scope Note

This role is focused specifically on Freshservice administration, workflow improvement, helpdesk setup, SaaS functionality, onboarding, termination, access request workflows, and related cleanup activities. It is not intended to expand into broader IT operations ownership, software development, infrastructure administration, or unrelated platform transformation work.