Freshservice ITSM Modernization Specialist

Job Title:

Fresh service ITSM Modernization Specialist (Consultant)

Location:

100% Remote (EST Hours)

Seeking a Fresh service ITSM Specialist to modernize and optimize an existing Fresh service environment, align it with ITIL v4 best practices, and drive adoption of AI, automation, and self‑service capabilities.

• ITIL v4 Service Management Expertise
• Experience assessing current processes, redesigning ITSM workflows, and aligning operations to ITIL v4.
• Advanced Fresh service Configuration & Administration
• Strong experience in configuring workflows, automation, orchestration, service catalogs, and portals.
• AI & Self‑Service Enablement (Freddy AI)
• Ability to implement AI-driven ticket deflection, enhance knowledge bases, and maximize Freddy AI capabilities.

• ITIL
• ITSM
• Service Now experience

• Review and optimize Fresh service configurations.
• Improve workflows, automation, onboarding/offboarding, and service catalogs.

• Analyze ticket data to identify self-service opportunities.
• Improve knowledge base for AI accuracy.
• Implement/optimize Freddy AI (Copilot, AI Agent, Insights).

• Redesign service portal using no-code or code designer.
• Manage changes through sandbox → production in phased, low‑risk rollouts.

• Implement high‑ROI orchestration and automation with integrated systems.

• Conduct discovery sessions and map workflows.
• Recommend native features, integrations, and enhancements aligned with ITIL v4.

• Train internal team on Fresh service best practices.
• Provide go‑live and post‑implementation support.
• Deliver documentation + recorded training sessions.

This is a Contract position based out of New York, NY.

The pay range for this position is $35.00 - $80.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full‑Stack Technology Services, Talent Services, and real‑world application, we work with progressive leaders to drive change.

That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full‑stack capabilities and speed.

We’re strategic thinkers, hands‑on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.