itsm Administrator -fresh serviceFive9 Inc.

Job Description
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
ITSM Administrator
The team is looking for a dynamic individual with deep understanding of how to configure ITSM to improve IT service delivery, increase productivity, and streamline workflows with a blend of strong communication and, team building.
Key Responsibilities
Implement and maintain IT service workflows, automation, and service level agreements (SLAs).
Work with IT and other stakeholders to integrate Freshservice with other business systems and applications.
Must have experience in configuring one of the common ITSM tools such as Freshservice, Zendesk, ServiceNow, Remedyforce, Jira Service Desk / Jira Helpdesk etc.
The incident, Service offerings, access requests, tasks, agent groups, categories, problems, change management, projects, and solutions.
Admin configuration like Account Setting, User Management, Channel, Service Management, Automation and Productivity, Asset Management, IT Operation Management, and Project & Workload management.
Must be able to perform automation within ITSM app by leveraging workflow and orchestrator or provided capabilities within ITSM application.
Understanding of basic integration either based on OOTB apps and /or API based integration is a plus.
Monitor system performance and keep track of findings.
Should be able to create reports and dashboards by leveraging ITSM analytics.
Experience in how to use the ITSM system effectively, familiarity with ITSM processes and best practices.
Create documentation of IT processes, train, and support team members
Create and maintain application automation.
Nice to have basic knowledge in Assets management, CMDB, and change management.
Stay up to date with new features and capabilities of the ITSM platform and make recommendations for improvements to our IT service management system.
Key Qualifications
Bachelor's degree in computer science, iInformation sScience, or related technical field experience.
1+ year of prior experience with ticketing system setup and administration, such as Freshservice, Zendesk, ServiceNow, Remedyforce, Jira Service Desk / Jira Helpdesk etc.
Ability to work successfully and efficiently amidst interruptions or distractions.
Have a warm and empathic interpersonal demeanor with strong interpersonal skills..
Be able to exhibit professionalism/confidentiality in escalated situations with customers.
Excellent analytical skills, technical aptitude and ability to solve problems.
Strong verbal and written communication skills.
Always looking to innovate and improve upon existing processes.
Ability to work independently and as part of a team.
Company Benefits
Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.