ITSM Engineer – Freshservice
3 Month Contract | Hybrid | London, Leeds or Manchester | £400 p/d Outside IR35
I'm currently working with a leading UK media and entertainment organisation who are looking for an experienced ITSM Engineer to join their Group Technology function on an initial 3-month contract.
The role sits within their Service Integration & Management (SIAM) team, supporting a complex technology environment and helping to continuously improve the organisation's IT Service Management platform.
You'll be working closely with the ITSM Product Manager, taking ownership of the administration, optimisation and continuous improvement of a Freshservice ITSM/ESM environment .
This is a hands-on role where you'll be responsible for keeping the platform stable and scalable, whilst also identifying opportunities to improve processes, introduce automation and enhance the overall user experience.
Key responsibilities will include:
Administration and configuration of the Freshservice platform
Managing multiple workspaces, roles and access
Designing and maintaining workflows and automations
Administration and optimisation of the CMDB
Maintaining data integrity and relationships between systems
Supporting integrations with other technology platforms
Working with APIs, connectors and scripting where required
Identifying opportunities to automate manual processes
Supporting the introduction of AI capabilities to reduce demand on support teams
Building dashboards, reports and monitoring service performance
Troubleshooting and resolving Freshservice platform issues
Working with stakeholders to understand requirements and implement new functionality
Supporting Incident, Problem and Change Management capabilities
Working directly with Freshworks on platform issues and product improvements
Contributing to the wider ITSM/ESM roadmap and continuous improvement strategy
Must have:
Strong hands-on experience administering and configuring Freshservice
Experience working with complex or multi-workspace ITSM environments
Strong knowledge of w...
FreshService Engineer in East Kilbride employer: Xcede
As a Mobility Engineer/Consultant with us, you'll thrive in a dynamic remote work environment that champions innovation and collaboration. We offer competitive benefits, a strong focus on employee development, and the opportunity to work on cutting-edge enterprise solutions that make a real impact. Join our team and be part of a culture that values your expertise and encourages professional growth while ensuring you have the tools and support needed to excel in your role.
