Volantsoft Inc

Oct 22, 2026

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.

Languages

Freshservice Implementation Consultant

Scope of Service *

Service Catalog and Category Optimization o

Workflow and Ticket Routing Optimization o

SLA Assessment and Optimization o

Reporting and Analytics Enhancements o

Service Catalog/User Experience o

ITSM Best Practices and Platform Optimization o

Knowledge Transfer and Staff Training o

Asset Management Data Quality and Process Optimization o

Deliverables: *

Current-State Assessment o

Service Catalog and Category Redesign o

SLA Framework o

Asset Management o

Reporting and Dashboards o

Workflow and Automation o

Documentation and Knowledge Transfer o

Required Qualifications: *

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