Freshservice Consultant

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.

Volantsoft was founded in 2011 by Anil Yarlagadda . Right from the beginning, the company aimed at being a leading professional in the IT industry by serving clients from diverse backgrounds. By building on the trust of our clients we established long-term relationships with all our customers that we partnered with. In helping our clients achieve success after success through the software solutions we provided them, we were able to grow our own business to reach a new potential and expand our presence around the world.

We provide a broad gamut of services and solutions which go through continuous modernization so that we can provide the best solutions that technology has to offer to our clients. These services include cloud services, quality assurance, mobility solutions as well as Enterprise Application development and integration. We also provide consulting services to our clients. The superior quality of our services has helped our customers become high- performance businesses. With a global presence and an innovative team Volantsoft helps you make a difference in your industry.

In addition to empowering businesses, we also take pride in assisting the creative new brains in the industry by providing job-oriented training to those who aspire to be a part of the IT industry. All the trainees get a chance to work on real time projects which helps them explore the industry through realistic experiences. All our trainees display the same fervour of helping our clients since they work in a conducive environment that nurtures them to strongly innovate so that they can reflect the same efficiency once they complete their training.

The company’s mission and vision is a strong reflection of our values. We value being an ethically strong business which wants to spearhead success through change. We value integrity and reliability in our team which is one of the reasons why our customers find us dependable. Our team works to achieve excellence and shares a strong sense of respect for every individual we interact with. We believe that every company has its own learning curve and we nurture the growth of our clients which in turn helps us learn more.