tanishasystems
Boston, MA
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Job Description :
Role: Freshservice technical support SME
Location: Phoenix, AZ (All On-Site)
Mode of Hire: Full Time Permanent/Contract
JD:
  • Freshservice technical support SME should be able to do the configuration on Client s Freshservice tool to send/receive data from ServiceNow (Hex-ITSM).
  • Should be able to do API level configuration on Freshservice end to do the authentication and getting Request/Response.
  • Provide help to understand from technical point how current states/stages are mapped in Freshservice tool for ticket lifecycle to start ServiceNow integration.
  • Provide help to Map the states/stages with Hex-ITSM ticket workflow and lifecycle.
  • Fields mapping with Hex-ITSM ticket form layout, provide help to understand what all fields should be mapped between tools.
  • Help to understand fields which would have only data (content) flow between two systems (example: correlation ID)
  • Help to configure SLA's as applicable on Hex-ITSM for support agents.
  • Help on Service Request mapping, that needs to be done on sub-TASK level for completion of SR.
  • To aid on approval layers of Problem/Change and SR workflows which would have to be skipped and retained.
  • Help to Review the available fields on form of Freshservice tool to cover the existing process of Freshservice tool


Client : Tanisha Systems
             

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