Customize the ITSM tool to align with organizational processes.
Define and manage service-level agreements (SLAs).
Engage with ITSM vendors and maintain vendor relationships.
Implement and maintain change management processes, workflows, and required adjustments as needed.
Work closely with the Change Coordinator to process Change Management tasks (., process RFCs).
Administer and maintain the ITSM service desk platform FreshService.
Configure workflows, automation rules, and service catalogue items.
Ensure that the CMDB is managed and maintained with the highest degree of accuracy.
Suggest continual service improvement and contribute to ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and stakeholder engagement.