FreshService ITSM Support Portal Consultant at Softworld Inc
Troy, MI
About the Job
Job Title: FreshService ITSM Support Portal Consultant
Job Location: TROY MI 48084 Remote (anywhere in US if they can travel to Troy, MI when required)
Onsite Requirements:
- FreshService ITSM Design, development, implementation experience
- Proven experience designing Service/Support Portal to meet customer requirements.
- Excellent verbal and written communication experience to work with leadership, stakeholders, users etc and develop new and update existing technical design docs.
Job Description:
- FreshService ITSM Consultant to lead the redesign of the existing FreshService ITSM Support portal.
- The candidate will have extensive experience in designing and developing FreshService ITSM solutions, along with a demonstrated ability to evaluate customer requirements and propose innovative design solutions.
- Strong verbal and written communication skills are essential for effectively collaborating with leadership, stakeholders, and users, as well as for creating and updating technical design documents.
Key Responsibilities:
- Assessment and Requirements Gathering:
- Conduct a comprehensive assessment of the current FreshService ITSM Support portal.
- Engage with stakeholders and users to gather requirements and understand pain points.
- Analyze user feedback and technical requirements to inform the redesign process.
- Design Proposal:
- Develop a detailed design proposal for the new FreshService ITSM Support portal, incorporating customer requirements and best practices.
- Create wireframes, mockups, and prototypes to visualize proposed design changes.
- Present design proposals to stakeholders and incorporate feedback into final designs.
- Development and Customization:
- Work closely with development teams to implement the approved design changes.
- Customize FreshService ITSM platform configurations to align with the proposed design.
- Ensure that the redesigned portal meets usability, accessibility, and performance standards.
- Technical Documentation:
- Create and update technical design documents, including architecture diagrams, data models, and system workflows.
- Document configuration changes, customizations, and integration requirements for the redesigned portal.
- Provide training and support to development teams and end users on the use and maintenance of the redesigned portal.
- Communication and Collaboration:
- Communicate effectively with leadership, stakeholders, and users to ensure alignment on project goals and progress.
- Collaborate with cross-functional teams, including IT, support, and operations, to gather input and feedback throughout the redesign process.
- Facilitate meetings, workshops, and presentations to drive consensus and decision-making.
Qualifications:
- Experience: Proven experience designing and developing FreshService ITSM solutions, including support portals and workflows.
- Technical Skills: Proficiency in FreshService ITSM platform configuration and customization. Familiarity with web technologies (HTML, CSS, JavaScript) is a plus.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to diverse audiences.
- Analytical Thinking: Strong analytical and problem-solving skills, with a focus on understanding user needs and translating them into actionable design requirements.
- Collaboration: Ability to work collaboratively with cross-functional teams in a dynamic environment, while also being able to work independently when necessary.
- Project Management: Demonstrated ability to manage multiple tasks and priorities within a project timeline, while ensuring attention to detail and quality.
Education:
- Bachelor's degree in computer science, Information Technology, or related field preferred.