ITSM Fresh Service

São Paulo - Brazil

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

MatchPoint Solutions is a fast-growing young energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber Robinhood Netflix Airbnb Google Sephora and more! More recently we have expanded to working internationally in Canada China Ireland UK Brazil and India. Through our culture of innovation we inspire build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!

This is a large impact role that demands someone who can excel in a fast paced and ever changing environment.

Role: ITSM Fresh Service

Location: India or Brazil remote

Work Time Zone: PST overlap

Start Date: Immediate

Rate: $ 25/hr ( DOE)

We are seeking a highly skilled and proactive ITSM Engineer with proven experience in Freshservice to lead and optimize our IT service management platform. This role is critical in driving operational excellence enhancing user experience and aligning service delivery with business needs.

This position is part of the IT Global Infrastructure & Operation team and will be remote India or Brazil.

Key Responsibilities:

Freshservice Platform Ownership

o Configure customize and maintain Freshservice modules including Incident Problem Change Asset and Service Catalog.

o Implement automation workflows SLAs and integrations with other enterprise tools.

Process Optimization & Governance

o Design and refine ITSM processes aligned with ITIL best practices.

o Ensure compliance consistency and continuous improvement across service management operations.

Stakeholder Engagement

o Collaborate with service desk infrastructure and application teams to gather requirements and deliver scalable solutions.

o Provide training and support to end-users and internal teams on Freshservice usage and enhancements.

Reporting & Insights

o Develop dashboards and reports to track KPIs SLA adherence and service performance.

o Analyze trends to identify improvement opportunities and reduce ticket resolution time.

Innovation & Integration

o Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.

o Support initiatives around self-service knowledge management and AI-driven support.

The essential requirements of the job include:

3 5 years of experience in ITSM roles with at least 2 years hands-on experience in Freshservice administration and configuration.
Strong understanding of ITIL framework and service management principles.
Experience with automation scripting and API integrations within Freshservice.
Excellent problem-solving communication and stakeholder management skills.
Certifications in ITIL Freshservice or related platforms are a plus.

Travel Motor Vehicle Record & Physical/Environment Requirements:

5%-15% travel as per business requirements.

Why This Role Matters

This role is pivotal in shaping our IT service delivery model improving operational efficiency and enhancing user satisfaction. Youll be the go-to expert for Freshservice driving innovation and reliability across our ITSM landscape

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.