Report this Job
Role: Freshservice technical support SMELocation: 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
tanishasystems
