ITSM Automation Engineer (Finance)

We are seeking an experienced Automation Engineer to join our team. In this role, you will be responsible for designing, implementing, and managing automation solutions within our IT service management platform, FreshService. You will work closely with cross-functional teams to streamline IT processes, enhance operational efficiency, and improve the overall user experience through automation. The ideal candidate will have a deep understanding of ITSM and ITIL principles, FreshService or similar platforms, and automation best practices.

• Own and optimize processes across all ITSM disciplines.
• Collaborate with cross-functional teams to align workflows and documentation to ITIL.
• Design, implement, and maintain automation workflows within FreshService to optimize ITSM processes.
• Leverage FreshService's automation features (such as Business Rules, Webhooks, SLAs, etc.) to streamline ticket management, service request workflows, and incident management.
• Collaborate with teams to analyze current IT processes and identify opportunities for automation and process improvement.
• Integrate FreshService with enterprise systems through APIs or scripting/programming.
• Write and maintain scripts or applications for automation (using JavaScript, Python, or PowerShell) or other relevant languages) to enhance system functionality.
• Troubleshoot and resolve any issues related to automation workflows or integrations.
• Regularly review and optimize automation workflows to ensure alignment with business objectives and ITSM best practices.
• Design high-level diagrams and flowcharts for processes and systems.
• Create and refine process documentation with IT Leadership.
• Report on automation usage, efficiency and areas for improvement.
• Collaborate with ITSM admins, FreshService stakeholders, and business users to gather requirements for automation initiatives.
• Provide technical support and guidance on FreshService automation features to team members.