Role: Freshservice Consultant

Years of Experience: 7+ years

Location: Chicago, IL 60605 Hybrid (3days/week onsite)

Job Description:

Service Catalog and Category Optimization

· o Review and redesign the existing FreshService service categories, subcategories, and request types to

· accurately reflect the IT services currently provided.

Workflow and Ticket Routing Optimization

· o Review existing ticket workflows, assignment rules, automations, and routing configurations.

· o Identify opportunities to automate ticket assignment based on category, service request type, location,

· or other relevant criteria.

· o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team.

· o Recommend and implement workflow improvements that improve efficiency and reduce ticket

· resolution times.

SLA Assessment and Optimization

· o Review CHA’s existing Service Level Agreement (SLAs), including response and resolution targets, to

· determine whether they are reasonable, achievable, and aligned with industry ITSM best practices.

· o Recommend and implement an appropriate SLA framework including service-specific targets, priority

· definitions, escalation rules, and applicable SLA conditions.

· o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify

· recurring SLA breaches, and evaluate service performance.

· o Provide recommendations for ongoing SLA governance.

Reporting and Analytics Enhancements

· o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category,

· service, department, location, assignment group, priority, resolution time, SLA and other relevant

· measures.

· o Ensure the redesigned category structure supports accurate and actionable reporting.

Service Catalog/User Experience

· o Review the current service catalog and request forms from the end-user perspective.

· o Simplify and improve the user experience so employees can quickly identify the appropriate service or

· request type.

· o Recommend improvement to forms and prompt to capture the information needed by IT to resolve

· requests efficiently.

· o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and

· align with CHA’s Change Management Process.

ITSM Best Practices and Platform Optimization

· o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best

· practices.

· o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the

· platform.

· o Provide hands-on configuration and implementation support rather than recommendations alone.

· o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the

· engagement.

Knowledge Transfer and Staff Training

· o Provide knowledge transfer to designated CHA IT staff throughout the engagement.

· o Develop appropriate documentation for configurations, workflows, categories, automations, reports,

· and administrative processes.

· o Provide training to CHA staff responsible for ongoing FreshService administration and management.

Asset Management Data Quality and Process Optimization

· o Review and assess the current FreshService asset management configuration and data to identify

· inaccurate, incomplete, outdated or duplicate asset records.

· o Cleanse and standardize asset data to establish a reliable and accurate asset inventory.

· o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and

· retirement to ensure data remains accurate and consistent.

· o Review the relationship between assets, users, locations, and other relevant records to improve asset

· tracking and accountability.

· o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility

· into its technology inventory, ownership, location, lifecycle status, and other key asset information.

· o Provide recommendations for ongoing asset data governance and periodic data quality reviews to

· prevent duplication and maintain the integrity of the asset data.

· Deliverables:

Current-State Assessment

· o Assessment of the existing FreshService configuration.

· o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement.

· o Recommendations prioritized by business impact and effort.

Service Catalog and Category Redesign

· o Redesigned category/subcategory structure.

· o Updated service catalog and request types.

· o Updated routing and assignment rules.

· o Reduction of inappropriate use of “Other.”

· o Documentation of the new category structure.

SLA Framework

· o Assessment of existing SLA configurations.

· o Recommended service-specific SLA targets.

· o Updated priority/urgency definitions and escalation rules.

· o Configured and tested SLA workflows.

· o SLA performance reporting.

Asset Management

· Cleaned and standardized asset records.

· Identification and resolution of duplicate records.

· Recommended asset management procedures.

· Updated asset reports/dashboards.

· Documentation of ongoing asset management practices.

· Reporting and Dashboards

· Review and enhancement of existing reports.

· Development of management level dashboards.

· Reports supporting ticket trends, categories, SLA performance, workload, and asset management.

Workflow and Automation

· Configuration and testing of approved workflows and automations.

· Automated routing and assignment were appropriate.

· Reduction of manual processes and ticket reassignment.

· Documentation and Knowledge Transfer

· Configuration documentation.

· Administrative procedures.

· Training for designated CHA staff.

· Knowledge transfer to ensure CHA can maintain the environment after the consultant’s engagement.

Required Qualifications:

· Must demonstrate extensive experience in the successful implementation and administration of FreshService

· platform with complex IT environments that serve multiple departments.

· Provide a minimum of two (2) client references from comparable organizations where the vendor has implemented or managed FreshService.

· Describe the vendor’s methodology for implementing and aligning FreshService with ITIL best practice.

· Must have a strong technical knowledge of the FreshService software including significant experience with workflow and process automation, ticket routing and assignment rules, SLA configuration and management.

· Must have experience implementing FreshService asset and configuration management capabilities.

· Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific business requirements.

· Must demonstrate the ability to report on SLA compliance and trend analysis.

· Must have excellent communication skills, including the ability to produce high-quality documentation.

Work Schedule & Location:

· This is a hybrid role requiring three (3) days per week onsite at CHA headquarters: 60 E Van Buren St., Chicago, IL 60605.

· The remaining workdays may be completed remotely, subject to CHA’s telework policy.

Flexible work from home options available.