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Freshservice Implementation Specialist

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Robert Half

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Location:
United States , Seattle

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

70.00 USD / Hour
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Job Description:

Robert Half Technology is seeking a hands-on ITSM Implementation Specialist to lead the configuration, optimization, and expansion for a non-profile client based in the Greater Seattle Area. The ideal candidate is highly independent, solution-oriented, and comfortable working in an evolving environment.

Job Responsibility:

  • Finalize and optimize Freshservice configuration, including forms, workflows, and email notifications
  • Build and automate SLA policies, VIP routing logic, and group-based ticket prioritization
  • Design and configure onboarding and offboarding automation workflows
  • Document system structure, process modifications, and governance standards
  • Develop and structure a scalable knowledge base
  • Stabilize ticketing operations and continuously improve workflow efficiency
  • Support phased rollout of Freshservice to additional teams
  • Prepare groundwork for future Change Management and Asset Management implementation

Requirements:

  • Hands-on Freshservice implementation and configuration experience
  • Strong ITSM knowledge, including Incident and Service Request management (Change Management exposure preferred)
  • Familiarity with Microsoft 365 and Azure integrations (Teams integration, user provisioning workflows)
  • Experience building workflows, SLA automation, and ticket routing logic
  • Knowledge base creation and documentation experience
  • Experience supporting onboarding and offboarding automation
  • Ability to work independently with minimal oversight

Nice to have:

  • Exposure to Change Management and Asset Management modules
  • Experience working in MSP environments
  • Software licensing and asset tracking knowledge
  • Experience supporting nonprofit organizations or small IT teams
  • Self-starter with strong ownership mentality
  • Excellent documentation discipline
  • Clear and effective communicator
  • Practical and solution-driven mindset
  • Comfortable adapting in a growing and evolving environment
What we offer:
  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
March 12, 2026

Work Type:
Remote work
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