United States
B&A
Volantsoft Inc
Freshservice Implementation Consultant
United States
Chicago, Illinois, United States
Scope of Service *
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 o
- Cleaned and standardized asset records. o
- Identification and resolution of duplicate records. o
- Recommended asset management procedures. o
- Updated asset reports/dashboards. o
- Documentation of ongoing asset management practices. *
Reporting and Dashboards o
- Review and enhancement of existing reports. o
- Development of management level dashboards. o
- Reports supporting ticket trends, categories, SLA performance, workload, and asset management. *
Workflow and Automation o
- Configuration and testing of approved workflows and automations. o
- Automated routing and assignment were appropriate. o
- Reduction of manual processes and ticket reassignment. *
Documentation and Knowledge Transfer o
- Configuration documentation. o
- Administrative procedures. o
- Training for designated CHA staff. o
- 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.
Flexible work from home options available.
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