Senior Freshservice ITSM Consultant — Chicago, IL (Hybrid Contract)or (Army National Guard)

24x7SaaS is seeking an experienced Freshservice Consultant for a potential 12-month engagement with a public-sector client in Chicago, Illinois.

Location: Downtown Chicago, 3 days onsite and 2 days remote

Duration: 12 months, with potential extension

Engagement: Contract, full-time

Responsibilities

• Administer and optimize the Freshservice ITSM platform.
• Configure service catalogs, workflows, automation rules, and ticket routing.
• Implement SLA frameworks, escalation rules, and reporting dashboards.
• Improve asset management data quality and processes.
• Document configurations, recommend ITIL-aligned improvements, and train internal teams.

Requirements

• Demonstrated hands-on Freshservice implementation and administration experience.
• Strong understanding of ITIL and ITSM best practices.
• Experience with workflow automation, SLA configuration, reporting, and asset management.
• Ability to provide two relevant client references.
• Authorization to work in the United States.
• Ability to work onsite in downtown Chicago three days per week.

Please submit: Resume, hourly rate expectations, availability, and relevant Freshservice project experience.