Job Title: Freshservice Consultant

Job Type: Contract – Short-term consulting engagement (flexible hours: 10–120 hours depending on scope & rate)

Location: Remote (Canada)

Start Date: As soon as possible

End Date: Completion before the end of 2025

About the Client:

Our client is a global organization in the life sciences industry with a presence in 45 countries. They implemented Freshservice as their ITSM tool 1.5 years ago and are now seeking an experienced Freshservice Consultant to help them mature, automate, and optimize the platform to better support their growing business needs.

Role Overview:

This is a consulting engagement (not a full-time placement). The consultant will work closely with our client’s internal IT Service Desk to:

- Review a backlog of Freshservice enhancements .
- Build and automate workflows to improve service delivery (e.g., faster onboarding of new hires).
- Optimize and fix existing functionality within Freshservice.
- Provide expert guidance on automation, workflows, and integration possibilities.

The engagement will be flexible in hours (anywhere from 10 to 120 hours, depending on deliverables and rate) and focused on completing specific tasks and enhancements before the end of 2025 .

Key Responsibilities

- Assess the current Freshservice environment and identify opportunities to improve automation and efficiency.
- Prioritize and execute items from the Kanban-style backlog of enhancements.
- Build and refine workflows,



with emphasis on onboarding automation and workflow optimization.
- Provide time and effort estimates for requested functionality.
- Collaborate with internal Service Desk staff (currently managing Freshservice part time).
- Advise on integration considerations for tools such as Device42 , Lansweeper , and the Freshservice knowledge base.
- Support multi-language requirements (Spanish, Portuguese, English, French) through analytics or configuration adjustments.

Required Skills & Experience

- Proven hands-on experience with Freshservice : automation, configuration, workflows, and optimization.
- Strong ITSM background, ideally with experience maturing service management platforms.
- Ability to quickly assess existing setups, troubleshoot issues, and deliver solutions efficiently.
- Familiarity with integration of IT Asset Management tools (e.g., Lansweeper, Device42) into Freshservice.
- Experience working with multi-language/global environments.
- Strong consulting skills: ability to scope, estimate, and communicate deliverables clearly.

Nice-to-Have Skills

- Background in life sciences or similar global organizations.
- Experience with other ITSM tools (ServiceNow, Flycast, etc.) for comparative guidance.
- Familiarity with Microsoft environments (MS Access, FoxPro legacy systems, OneNote to knowledge base migration).

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

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📌 FreshService Consultant (Moncton)
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