Freshworks Admin

Job Summary:

The FreshWorks Administrator will operate as part of an integrated Information Technology (IT) service team to support the current and future support and operational needs of the Organization. Provide day-to-day operational administration support for the FreshWorks system (all modules and system components)

Essential Functions:

Create and maintain an agile, streamlined, scalable, and optimized USMT - FreshWorks system components, and perform integration and support, and operational services with high availability and service delivery goals.

• Subject matter expertise in FreshWorks system applications and custom applications.
• Create, maintain, and enhance Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign-on (SSO) capability, and Active Directory Profile synchronization.
• Create, maintain, and enhance team Dashboards and reporting, including scheduled reports.
• Overhaul, maintain and enhance Change Management, as well as current connections between FreshWorks and other systems.
• Create, maintain, and enhance future connections between FreshWorks and other systems.
• Maintain Forms, Reports, Views, Workflows, Groups, and Roles.
• Monitor health, usage, and overall compliance of FreshWorks and its applications.
• Coordinate application and platform upgrades.
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts, and ACLs including advanced scripting of each.
• Expertise in JavaScript, HTML, CSS, AngularJS, JSON, and other scripting languages (preferred)
• Configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc.
• Configure User Accounts, Groups, and Roles. Create custom Roles where necessary.
• Evaluate and configure systems for better performance

Experience with Freddy AI preferred