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Ref: #73780

Freshworks SME – advisory role

Freshworks / Freshservice SME, 6 month contract, Remote

 

Our customer a leading profesional services organisation is looking for a Freshworks / Freshservice expert to work on contract for an initial 6 months.

 

The Freshservice SME will play a critical role in stabilising, optimising, and evolving

Freshservice as a cross-functional enterprise workflow platform supporting multiple

operational departments across the organisation - not solely as an IT service management

tool.

Freshservice is currently utilised to manage and enable business processes spanning IT

operations, operational support teams, and wider business services. As platform adoption

continues to expand, there is an increasing need for stronger governance, improved

workflow design, greater automation, and enhanced operational reporting to ensure the

platform can effectively support complex and growing business requirements.

This role offers the opportunity to work across both business and technology functions,

helping shape how operational workflows are designed, managed, automated, and

measured across the organisation.

Key areas of focus include:

• Supporting the rollout and optimisation of Freshservice as an enterprise workflow

platform across business functions

• Improving workflow efficiency, throughput, and operational performance across

departments

• Strengthening governance, ownership, and change control processes across the

platform

• Driving greater automation, standardisation, and reporting maturity

• Enhancing operational insight through meaningful dashboards, KPI frameworks, and

reporting structures

 

Duties and Responsibilities

 

• Support the rollout and optimisation of Freshservice as an enterprise workflow

platform across multiple business functions.

• Assess how operational and business processes are configured, routed, automated,

and reported within the platform.

• Redesign and optimise workflows to reduce bottlenecks, improve throughput,

minimise manual intervention, and enhance cycle times.

• Strengthen governance, ownership, platform standards, and change control

processes across departments.

• Drive standardisation of request types, categorisation structures, SLAs, workflows,

and reporting frameworks.

• Partner with operational leaders and workspace managers to align system

configuration with business process requirements.

• Identify and implement automation opportunities to improve efficiency, scalability,

and operational consistency.

• Configure and enhance workspace automations using Freshservice workflow

capabilities and orchestration tooling.

• Design and maintain user-friendly support portal forms to ensure consistent and

efficient request submission.

• Maintain and optimise ticket categorisation structures to support accurate routing,

SLA management, and operational reporting.

• Develop and maintain dashboards and reporting frameworks that provide

meaningful operational insight and KPI visibility.

• Support the development of workspace reports for SLA tracking, operational

performance monitoring, and continuous improvement initiatives.

• Provide functional and technical support for Freshservice platform issues, ticket

queries, and workflow-related challenges.

• Document operating models, platform configuration standards, governance controls,

and best practice guidance.

• Deliver knowledge transfer and upskilling to support sustainable long-term platform

ownership across operational teams.

• Collaborate with business and technology stakeholders to ensure workflows remain

aligned with organisational priorities and operational objectives.

 

Skills and Experience

Essential:

• Significant hands-on experience configuring, administering, and optimising

Freshservice within complex multi-department environments.

• Strong understanding of Freshservice workflow automation capabilities, including

business rules, orchestration, custom objects, and workflow nodes such as Reader,

App, JSON Parser, Expression, and API nodes.

• Proven experience using service management platforms as enterprise workflow and

operational management tools beyond traditional IT support.

• Strong understanding of business process design, workflow optimisation,

operational governance, and service delivery principles.

• Demonstrated experience improving operational throughput, reducing backlogs, and

increasing workflow efficiency within complex operational environments.

• Experience designing scalable workflows, operational processes, and reporting

structures.

• Strong stakeholder management and communication skills, with the ability to work

effectively across business and technology teams.

• Data-driven mindset with experience defining, implementing, and embedding

meaningful KPIs, SLAs, and operational reporting frameworks.

• Strong documentation skills with the ability to produce clear process

documentation, standards, and governance artefacts.

Desirable:

• Experience working within global delivery models or offshore/onshore operational

structures.

• ITIL certification or equivalent service management experience.

• Familiarity with enterprise workflow governance, service operations, and platform

maturity initiatives.

• Experience supporting workflow automation and operational transformation

  • Seniority Level

    Mid-Senior level

  • Industry

    • Professional Services

  • Employment Type

    Contract

  • Job Functions

    • Information Technology

  • Skills

    • Freshservice ITSM
    • Freshworks CRM
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