Job Information
Robert Half FreshService Implementation Specialist in Seattle, Washington
Description
Robert Half Technology is seeking a hands-on ITSM Implementation Specialist to lead the configuration, optimization, and expansion for a non-profile client based in the Greater Seattle Area. The ideal candidate is highly independent, solution-oriented, and comfortable working in an evolving environment.
Duration: Short-term (potential to extend)
Pay rate: up to $70/hourly
Location: 100% remote – Washington State based client
Key Responsibilities
Finalize and optimize Freshservice configuration, including forms, workflows, and email notifications
Build and automate SLA policies, VIP routing logic, and group-based ticket prioritization
Design and configure onboarding and offboarding automation workflows
Document system structure, process modifications, and governance standards
Develop and structure a scalable knowledge base
Stabilize ticketing operations and continuously improve workflow efficiency
Support phased rollout of Freshservice to additional teams
Prepare groundwork for future Change Management and Asset Management implementation
Requirements
Hands-on Freshservice implementation and configuration experience
Strong ITSM knowledge, including Incident and Service Request management (Change Management exposure preferred)
Familiarity with Microsoft 365 and Azure integrations (Teams integration, user provisioning workflows)
Experience building workflows, SLA automation, and ticket routing logic
Knowledge base creation and documentation experience
Experience supporting onboarding and offboarding automation
Ability to work independently with minimal oversight
Preferred Qualifications
Exposure to Change Management and Asset Management modules
Experience working in MSP environments
Software licensing and asset tracking knowledge
Experience supporting nonprofit organizations or small IT teams
Soft Skills
Self-starter with strong ownership mentality
Excellent documentation discipline
Clear and effective communicator
Practical and solution-driven mindset
Comfortable adapting in a growing and evolving environment
Technology Doesn't Change the World, People Do.®
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