Itsm Applications Administrator

5 meses atrás

Porto, Portugal Five9 UK Tempo inteiro

Five9 is a leading provider of cloud software for the enterprise contact centre market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centres, helping organisations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact centre software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

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

**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.

T on how to use the Freshservice system effectively.

Create documentation of IT processes, train and support team members

Ensure data quality and integrity in the Freshservice system.

Stay up to date with the new features and capabilities of the Freshservice platform and make recommendations for improvements to our IT service management system.

It is good to have basic knowledge of Barista and basic API knowledge.

Working knowledge of IT general practices and methods with in-depth 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 third-party app integrations.

**Key Qualifications**

Bachelor's degree in computer science, Information Science, or related technical field experience.

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 problem-solving aptitude and analytical skills.

Strong communication and interpersonal skills.

**Nice to have**:
A professional certification or completed training programs on Freshservice is a bonus.

Prior experience as a Freshservice administrator (1 year)

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.

Ability to work independently and as part of a team.

**Benefits**:

- Five9 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays

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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