Senior IT Support Specialist

Job Description:

• Configure, manage, and optimise Fresh service modules – Incident, Request, Problem, Change, CMDB, Knowledge, Service Catalogue.
• Build and maintain workflows, automations, and integrations (MS Teams, WhatsApp, PowerApps, APIs).
• Lead and execute application integration tasks for IT projects.
• Drive process efficiency, automation, and AI/ML enablement within the ITSM platform.
• Develop dashboards and reports for SLA/KPI/XLA tracking.
• Collaborate with IT leaders and business stakeholders to deliver scalable, measurable ITSM solutions.
• Collaborate with cross-functional teams to ensure smooth operations and timely issue resolution.
• Document processes, troubleshoot issues, and escalate when necessary.
• Coordinate with vendors and service providers for hardware/software support.

Requirements

• 6 - 8 years’ ITSM platform administration (Fresh service preferred).
• Strong experience with RPA tools (Power Automate, Automation Anywhere), SQL, REST APIs.
• Strong understanding of Fresh service or similar ITSM platforms.
• ITIL Foundation certified (v3 or v4).
• Skilled in workflow design, automation, and reporting.
• Hands-on with integrations, authentication (SSO, OAuth2, SAML), and Azure fundamentals.
• Familiarity with application integration and basic scripting or automation.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple priorities.