Senior Itsm Admin

1 semana atrás

Porto, Porto, Portugal Five9 Tempo inteiro

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence.

Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

Five9 is a leader in Cloud-based Call Center solutions and one of the Bay Area's fastest-growing companies. To complement our rapid growth, we are seeking a skilled FreshService Administrator to manage organization's IT service management system. Our headquarters is in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, a full benefits package, and stock options. Five9 is a high-energy environment with lots of room for personal and professional growth.


The team is looking for a dynamic deep understanding of how to configure Freshservice to improve IT service delivery, increase productivity, and streamline workflows with a blend of communication, team building & FreshService technical skillsets.


Key Responsibilities

  • Implement and maintain IT service workflows, automation, and service level agreements (SLAs).
  • Must be able to configure all modules within Freshservice as the below.
  • The incident, Service offerings, access requests, tasks, agent groups, categories, problems, change management, projects, and solutions.
  • Admin configuration like Account Setting, User Management, Channel, Service Management, Automation and Productivity, Asset Management, IT Operation Management, and Project & Workload management.
  • Must be able to perform automation by leveraging workflow automater and orchestrator within FreshService.
  • Understanding of basic integration either based on OOTB apps and /or API based integration is a plus.
  • Monitor system performance and keep track of findings.
  • Should be able to create reports and dashboards by leveraging Freshservice analytics.
  • Train and support team members on how to use the Freshservice system effectively.
  • Create a manual with technical documentation of IT processes that can be used by any of the staff.
  • Assets, CMDB, and ITSM knowledge
  • Ensure data quality and integrity in the Freshservice system.
  • Stay up to date with new features and capabilities of the Freshservice platform and make recommendations for improvements to our IT service management system.
  • Good to have basic knowledge of Barista and basic API knowledge.
  • Working knowledge of IT general practices and methods with indepth technical knowledge covering Active Directory, Desktop Engineering, Identity and Access Management, Device Management, Endpoint Security, and other related skills will be preferred.
  • Good knowledge of Freshservice APIs, and how to use API with thirdparty app integrations.

Key Qualifications

  • Bachelor's Degree in Computer Science, Information Science, or related technical field experience.
  • Professional certification or completed training programs on Freshservice is a bonus.
  • Prior experience as a Freshservice administrator.
  • 3+ Prior experience with ticketing system setup and administration, preferably in FreshService.
  • Strong knowledge of security issues and ways to prevent them.
  • Knowledge of the best practices, software, and processes in the industry.
  • Excellent problemsolving aptitude and analytical skills.
  • Strong communication and interpersonal skills.

Soft Skills

  • A passion for instructing, coaching, and training employees and providing training to customers.
  • Ability to work successfully and efficiently amidst interruptions or distractions.
  • Have a warm and empathic interpersonal demeanor.
  • Be able to exhibit professionalism/confidentiality in escalated situations with customers.
  • Excellent analytical, and technical aptitude and ability to solve problems.
  • Strong verbal and written communication skills.
  • Always looking to innovate and improve upon existing processes.
  • Deeply passionate about helping others.
  • Ability to work independently and as part of a team.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

LI-MR1

LI-Hybrid

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

  • Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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