Freshservice implementation consultant

Scope of Service

• Service Catalog and Category Optimization
  • 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
  • Review existing ticket workflows, assignment rules, automations, and routing configurations.
  • Identify opportunities to automate ticket assignment based on category, service request type, location, or other relevant criteria.
  • Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team.
  • Recommend and implement workflow improvements that improve efficiency and reduce ticket resolution times.
• SLA Assessment and Optimization
  • 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.
  • Recommend and implement an appropriate SLA framework including service-specific targets, priority definitions, escalation rules, and applicable SLA conditions.
  • Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify recurring SLA breaches, and evaluate service performance.
  • Provide recommendations for ongoing SLA governance.
• Reporting and Analytics Enhancements
  • 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.
  • Ensure the redesigned category structure supports accurate and actionable reporting.
• Service Catalog/User Experience
  • Review the current service catalog and request forms from the end-user perspective.
  • Simplify and improve the user experience so employees can quickly identify the appropriate service or request type.
  • Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently.
  • 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
  • Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best practices.
  • Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the platform.
  • Provide hands-on configuration and implementation support rather than recommendations alone.
  • Establish sustainable configuration and governance practices that CHA IT staff can maintain after the engagement.
• Knowledge Transfer and Staff Training
  • Provide knowledge transfer to designated CHA IT staff throughout the engagement.
  • Develop appropriate documentation for configurations, workflows, categories, automations, reports, and administrative processes.
  • Provide training to CHA staff responsible for ongoing FreshService administration and management.
• Asset Management Data Quality and Process Optimization
  • Review and assess the current FreshService asset management configuration and data to identify inaccurate, incomplete, outdated or duplicate asset records.
  • Cleanse and standardize asset data to establish a reliable and accurate asset inventory.
  • Develop recommended procedures and standards for asset creation, assignment, updates, transfers and retirement to ensure data remains accurate and consistent.
  • Review the relationship between assets, users, locations, and other relevant records to improve asset tracking and accountability.
  • 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.
  • 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
  • Assessment of the existing FreshService configuration.
  • Identification of gaps, inefficiencies, duplicate data and opportunities for improvement.
  • Recommendations prioritized by business impact and effort.
• Service Catalog and Category Redesign
  • Redesigned category/subcategory structure.
  • Updated service catalog and request types.
  • Updated routing and assignment rules.
  • Reduction of inappropriate use of “Other.”
  • Documentation of the new category structure.
• SLA Framework
  • Assessment of existing SLA configurations.
  • Recommended service-specific SLA targets.
  • Updated priority/urgency definitions and escalation rules.
  • Configured and tested SLA workflows.
  • 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.

Flexible work from home options available.