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ITSM Platform Expert – Freshdesk Freshservice
Job Location:
Job Location:
Mexico City - Mexico
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
9 August 2026 (30+ days ago)
Posted:
Application Deadline:
6 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
ABOUT THE ROLE:
- Administer and optimize Freshdesk/Freshservice - service catalogs business rules approvals assignment groups and SLAs
- Design ITIL-aligned incident problem change knowledge and asset management processes
- Build workflow automation for routing approvals escalations and notifications
- Integrate with Microsoft Entra ID Intune Defender and monitoring platforms via REST APIs and webhooks
- Develop operational dashboards and reporting for IT leadership
- Lead continual service improvement initiatives
REQUIREMENTS:
- 5 years in IT service management IT operations or service desk management
- 3 years hands-on administering Freshservice and/or Freshdesk
- Strong ITIL foundation and demonstrated workflow design experience
- Experience with ITSM integrations and APIs
- Ability to translate business requirements into practical ITSM solutions
PREFERRED ITIL 4 Foundation certification Freshworks platform certifications Freshservice IT Asset Management and Discovery Microsoft Entra ID and Intune experience.
Success in this role means improved SLA compliance reduced ticket backlog higher first-contact resolution and less manual work across the service desk.
