Job Description Job Description Role: Quality Assurance Tester W SaaS Years of Experience: 7+ years Location: San Mateo, CA (onsite) Project Environment: Enterprise Applications, SaaS Platforms, System Integration, and Software Quality Assurance Job Summary Experienced Quality Assurance (QA) Testers to support enterprise software implementations, SaaS applications, system integrations, and business-system enhancements. The ideal candidate will have strong experience in manual testing, test planning, defect management, data validation, integration testing, and user acceptance testing (UAT), with knowledge of Agile/Scrum methodologies and enterprise software environments. Minimum Qualifications Minimum 6 years of relevant Quality Assurance experience , including implementing a variety of software systems.In-depth knowledge and practical experience with software testing methodologies. Experience conducting functional, regression, integration, system, and user acceptance testing. Experience preparing and executing test strategies, test plans, test cases, test scripts, and test data. Strong understanding of enterprise applications, SaaS platforms, and software configurations. Experience with defect tracking and test management tools. Knowledge of Agile and Scrum development methodologies. Strong analytical, debugging, documentation, and communication skills. Key Responsibilities Analyze business requirements, technical specifications, and user stories to develop comprehensive test scenarios. Design, document, and execute manual test cases for application functionality, enhancements, and defect fixes. Conduct functional, regression, integration, system, UAT, security-related, performance, and other applicable testing. Identify, document, track, and validate defects throughout the testing lifecycle. Validate software configurations, custom objects, fields, layouts, workflows, validation rules, and permission sets. Test custom application functionality, including Apex code where applicable. Validate REST API integrations and data exchange between enterprise systems. Conduct data validation and reconciliation during migrations and system integrations. Collaborate with developers, vendors, business analysts, project managers, and County users. Support UAT activities, defect resolution, release readiness, and production deployment. Prepare test execution reports, defect summaries, testing metrics, and quality recommendations. Technical Skills / Tools Testing Methodologies: Manual Testing, Functional Testing, Regression Testing, Integration Testing, UAT, System Testing. Test Management / Defect Tracking: Jira or comparable tools. API Testing: REST APIs, Postman. Database / Data Validation: SQL, SOQL, Data Loader. Enterprise Platforms: SaaS and complex business applications. Configuration Testing: Custom Objects, Fields, Layouts, Flows, Validation Rules, Permission Sets, Apex. Methodologies: Agile, Scrum. Certifications The following may be considered desirable for candidate sourcing: ISTQB Certified Tester Foundation Level (CTFL) ISTQB Advanced Level Test Analyst Certified Software Quality Analyst (CSQA) Agile Testing-related certifications Preferred Experience Public-sector or government software testing projects. Enterprise SaaS implementation testing. Software integration and data migration testing. Salesforce or similar configurable enterprise platforms. Accessibility, performance, and security-related testing. Test automation exposure where appropriate. Multi-vendor environments and stakeholder coordination.
11/06/2026
Full time
Job Description Job Description Role: Quality Assurance Tester W SaaS Years of Experience: 7+ years Location: San Mateo, CA (onsite) Project Environment: Enterprise Applications, SaaS Platforms, System Integration, and Software Quality Assurance Job Summary Experienced Quality Assurance (QA) Testers to support enterprise software implementations, SaaS applications, system integrations, and business-system enhancements. The ideal candidate will have strong experience in manual testing, test planning, defect management, data validation, integration testing, and user acceptance testing (UAT), with knowledge of Agile/Scrum methodologies and enterprise software environments. Minimum Qualifications Minimum 6 years of relevant Quality Assurance experience , including implementing a variety of software systems.In-depth knowledge and practical experience with software testing methodologies. Experience conducting functional, regression, integration, system, and user acceptance testing. Experience preparing and executing test strategies, test plans, test cases, test scripts, and test data. Strong understanding of enterprise applications, SaaS platforms, and software configurations. Experience with defect tracking and test management tools. Knowledge of Agile and Scrum development methodologies. Strong analytical, debugging, documentation, and communication skills. Key Responsibilities Analyze business requirements, technical specifications, and user stories to develop comprehensive test scenarios. Design, document, and execute manual test cases for application functionality, enhancements, and defect fixes. Conduct functional, regression, integration, system, UAT, security-related, performance, and other applicable testing. Identify, document, track, and validate defects throughout the testing lifecycle. Validate software configurations, custom objects, fields, layouts, workflows, validation rules, and permission sets. Test custom application functionality, including Apex code where applicable. Validate REST API integrations and data exchange between enterprise systems. Conduct data validation and reconciliation during migrations and system integrations. Collaborate with developers, vendors, business analysts, project managers, and County users. Support UAT activities, defect resolution, release readiness, and production deployment. Prepare test execution reports, defect summaries, testing metrics, and quality recommendations. Technical Skills / Tools Testing Methodologies: Manual Testing, Functional Testing, Regression Testing, Integration Testing, UAT, System Testing. Test Management / Defect Tracking: Jira or comparable tools. API Testing: REST APIs, Postman. Database / Data Validation: SQL, SOQL, Data Loader. Enterprise Platforms: SaaS and complex business applications. Configuration Testing: Custom Objects, Fields, Layouts, Flows, Validation Rules, Permission Sets, Apex. Methodologies: Agile, Scrum. Certifications The following may be considered desirable for candidate sourcing: ISTQB Certified Tester Foundation Level (CTFL) ISTQB Advanced Level Test Analyst Certified Software Quality Analyst (CSQA) Agile Testing-related certifications Preferred Experience Public-sector or government software testing projects. Enterprise SaaS implementation testing. Software integration and data migration testing. Salesforce or similar configurable enterprise platforms. Accessibility, performance, and security-related testing. Test automation exposure where appropriate. Multi-vendor environments and stakeholder coordination.
Job Description Job Description Role: Freshservice Consultant Years of Experience: 7+ years Location: Chicago, IL 60605 Hybrid (3days/week onsite) Job Description: Service Catalog and Category Optimization o Review and redesign the existing FreshService service categories, subcategories, and request types to accurately reflect the IT services currently provided. Workflow and Ticket Routing Optimization o Review existing ticket workflows, assignment rules, automations, and routing configurations. o Identify opportunities to automate ticket assignment based on category, service request type, location, or other relevant criteria. o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team. o Recommend and implement workflow improvements that improve efficiency and reduce ticket resolution times. SLA Assessment and Optimization o Review CHA's existing Service Level Agreement (SLAs), including response and resolution targets, to determine whether they are reasonable, achievable, and aligned with industry ITSM best practices. o Recommend and implement an appropriate SLA framework including service-specific targets, priority definitions, escalation rules, and applicable SLA conditions. o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify recurring SLA breaches, and evaluate service performance. o Provide recommendations for ongoing SLA governance. Reporting and Analytics Enhancements o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category, service, department, location, assignment group, priority, resolution time, SLA and other relevant measures. o Ensure the redesigned category structure supports accurate and actionable reporting. Service Catalog/User Experience o Review the current service catalog and request forms from the end-user perspective. o Simplify and improve the user experience so employees can quickly identify the appropriate service or request type. o Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently. o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and align with CHA's Change Management Process. ITSM Best Practices and Platform Optimization o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best practices. o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the platform. o Provide hands-on configuration and implementation support rather than recommendations alone. o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the engagement. Knowledge Transfer and Staff Training o Provide knowledge transfer to designated CHA IT staff throughout the engagement. o Develop appropriate documentation for configurations, workflows, categories, automations, reports, and administrative processes. o Provide training to CHA staff responsible for ongoing FreshService administration and management. Asset Management Data Quality and Process Optimization o Review and assess the current FreshService asset management configuration and data to identify inaccurate, incomplete, outdated or duplicate asset records. o Cleanse and standardize asset data to establish a reliable and accurate asset inventory. o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and retirement to ensure data remains accurate and consistent. o Review the relationship between assets, users, locations, and other relevant records to improve asset tracking and accountability. o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility into its technology inventory, ownership, location, lifecycle status, and other key asset information. o Provide recommendations for ongoing asset data governance and periodic data quality reviews to prevent duplication and maintain the integrity of the asset data. Deliverables: Current-State Assessment o Assessment of the existing FreshService configuration. o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement. o Recommendations prioritized by business impact and effort. Service Catalog and Category Redesign o Redesigned category/subcategory structure. o Updated service catalog and request types. o Updated routing and assignment rules. o Reduction of inappropriate use of "Other." o Documentation of the new category structure. SLA Framework o Assessment of existing SLA configurations. o Recommended service-specific SLA targets. o Updated priority/urgency definitions and escalation rules. o Configured and tested SLA workflows. o SLA performance reporting. Asset Management Cleaned and standardized asset records. Identification and resolution of duplicate records. Recommended asset management procedures. Updated asset reports/dashboards. Documentation of ongoing asset management practices. Reporting and Dashboards Review and enhancement of existing reports. Development of management level dashboards. Reports supporting ticket trends, categories, SLA performance, workload, and asset management. Workflow and Automation Configuration and testing of approved workflows and automations. Automated routing and assignment were appropriate. Reduction of manual processes and ticket reassignment. Documentation and Knowledge Transfer Configuration documentation. Administrative procedures. Training for designated CHA staff. Knowledge transfer to ensure CHA can maintain the environment after the consultant's engagement. Required Qualifications: Must demonstrate extensive experience in the successful implementation and administration of FreshService platform with complex IT environments that serve multiple departments. Provide a minimum of two (2) client references from comparable organizations where the vendor has implemented or managed FreshService. Describe the vendor's methodology for implementing and aligning FreshService with ITIL best practice. Must have a strong technical knowledge of the FreshService software including significant experience with workflow and process automation, ticket routing and assignment rules, SLA configuration and management. Must have experience implementing FreshService asset and configuration management capabilities. Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific business requirements. Must demonstrate the ability to report on SLA compliance and trend analysis. Must have excellent communication skills, including the ability to produce high-quality documentation. Work Schedule & Location: This is a hybrid role requiring three (3) days per week onsite at CHA headquarters: 60 E Van Buren St., Chicago, IL 60605. The remaining workdays may be completed remotely, subject to CHA's telework policy. Flexible work from home options available.
11/06/2026
Full time
Job Description Job Description Role: Freshservice Consultant Years of Experience: 7+ years Location: Chicago, IL 60605 Hybrid (3days/week onsite) Job Description: Service Catalog and Category Optimization o Review and redesign the existing FreshService service categories, subcategories, and request types to accurately reflect the IT services currently provided. Workflow and Ticket Routing Optimization o Review existing ticket workflows, assignment rules, automations, and routing configurations. o Identify opportunities to automate ticket assignment based on category, service request type, location, or other relevant criteria. o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team. o Recommend and implement workflow improvements that improve efficiency and reduce ticket resolution times. SLA Assessment and Optimization o Review CHA's existing Service Level Agreement (SLAs), including response and resolution targets, to determine whether they are reasonable, achievable, and aligned with industry ITSM best practices. o Recommend and implement an appropriate SLA framework including service-specific targets, priority definitions, escalation rules, and applicable SLA conditions. o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify recurring SLA breaches, and evaluate service performance. o Provide recommendations for ongoing SLA governance. Reporting and Analytics Enhancements o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category, service, department, location, assignment group, priority, resolution time, SLA and other relevant measures. o Ensure the redesigned category structure supports accurate and actionable reporting. Service Catalog/User Experience o Review the current service catalog and request forms from the end-user perspective. o Simplify and improve the user experience so employees can quickly identify the appropriate service or request type. o Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently. o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and align with CHA's Change Management Process. ITSM Best Practices and Platform Optimization o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best practices. o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the platform. o Provide hands-on configuration and implementation support rather than recommendations alone. o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the engagement. Knowledge Transfer and Staff Training o Provide knowledge transfer to designated CHA IT staff throughout the engagement. o Develop appropriate documentation for configurations, workflows, categories, automations, reports, and administrative processes. o Provide training to CHA staff responsible for ongoing FreshService administration and management. Asset Management Data Quality and Process Optimization o Review and assess the current FreshService asset management configuration and data to identify inaccurate, incomplete, outdated or duplicate asset records. o Cleanse and standardize asset data to establish a reliable and accurate asset inventory. o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and retirement to ensure data remains accurate and consistent. o Review the relationship between assets, users, locations, and other relevant records to improve asset tracking and accountability. o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility into its technology inventory, ownership, location, lifecycle status, and other key asset information. o Provide recommendations for ongoing asset data governance and periodic data quality reviews to prevent duplication and maintain the integrity of the asset data. Deliverables: Current-State Assessment o Assessment of the existing FreshService configuration. o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement. o Recommendations prioritized by business impact and effort. Service Catalog and Category Redesign o Redesigned category/subcategory structure. o Updated service catalog and request types. o Updated routing and assignment rules. o Reduction of inappropriate use of "Other." o Documentation of the new category structure. SLA Framework o Assessment of existing SLA configurations. o Recommended service-specific SLA targets. o Updated priority/urgency definitions and escalation rules. o Configured and tested SLA workflows. o SLA performance reporting. Asset Management Cleaned and standardized asset records. Identification and resolution of duplicate records. Recommended asset management procedures. Updated asset reports/dashboards. Documentation of ongoing asset management practices. Reporting and Dashboards Review and enhancement of existing reports. Development of management level dashboards. Reports supporting ticket trends, categories, SLA performance, workload, and asset management. Workflow and Automation Configuration and testing of approved workflows and automations. Automated routing and assignment were appropriate. Reduction of manual processes and ticket reassignment. Documentation and Knowledge Transfer Configuration documentation. Administrative procedures. Training for designated CHA staff. Knowledge transfer to ensure CHA can maintain the environment after the consultant's engagement. Required Qualifications: Must demonstrate extensive experience in the successful implementation and administration of FreshService platform with complex IT environments that serve multiple departments. Provide a minimum of two (2) client references from comparable organizations where the vendor has implemented or managed FreshService. Describe the vendor's methodology for implementing and aligning FreshService with ITIL best practice. Must have a strong technical knowledge of the FreshService software including significant experience with workflow and process automation, ticket routing and assignment rules, SLA configuration and management. Must have experience implementing FreshService asset and configuration management capabilities. Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific business requirements. Must demonstrate the ability to report on SLA compliance and trend analysis. Must have excellent communication skills, including the ability to produce high-quality documentation. Work Schedule & Location: This is a hybrid role requiring three (3) days per week onsite at CHA headquarters: 60 E Van Buren St., Chicago, IL 60605. The remaining workdays may be completed remotely, subject to CHA's telework policy. Flexible work from home options available.
Job Description Job Description Scope of Service Service Catalog and Category Optimization o Review and redesign the existing FreshService service categories, subcategories, and request types to accurately reflect the IT services currently provided. Workflow and Ticket Routing Optimization o Review existing ticket workflows, assignment rules, automations, and routing configurations. o Identify opportunities to automate ticket assignment based on category, service request type, location, or other relevant criteria. o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team. o Recommend and implement workflow improvements that improve efficiency and reduce ticket resolution times. SLA Assessment and Optimization o Review CHA's existing Service Level Agreement (SLAs), including response and resolution targets, to determine whether they are reasonable, achievable, and aligned with industry ITSM best practices. o Recommend and implement an appropriate SLA framework including service-specific targets, priority definitions, escalation rules, and applicable SLA conditions. o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify recurring SLA breaches, and evaluate service performance. o Provide recommendations for ongoing SLA governance. Reporting and Analytics Enhancements o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category, service, department, location, assignment group, priority, resolution time, SLA and other relevant measures. o Ensure the redesigned category structure supports accurate and actionable reporting. Service Catalog/User Experience o Review the current service catalog and request forms from the end-user perspective. o Simplify and improve the user experience so employees can quickly identify the appropriate service or request type. o Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently. o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and align with CHA's Change Management Process. ITSM Best Practices and Platform Optimization o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best practices. o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the platform. o Provide hands-on configuration and implementation support rather than recommendations alone. o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the engagement. Knowledge Transfer and Staff Training o Provide knowledge transfer to designated CHA IT staff throughout the engagement. o Develop appropriate documentation for configurations, workflows, categories, automations, reports, and administrative processes. o Provide training to CHA staff responsible for ongoing FreshService administration and management. Asset Management Data Quality and Process Optimization o Review and assess the current FreshService asset management configuration and data to identify inaccurate, incomplete, outdated or duplicate asset records. o Cleanse and standardize asset data to establish a reliable and accurate asset inventory. o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and retirement to ensure data remains accurate and consistent. o Review the relationship between assets, users, locations, and other relevant records to improve asset tracking and accountability. o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility into its technology inventory, ownership, location, lifecycle status, and other key asset information. o Provide recommendations for ongoing asset data governance and periodic data quality reviews to prevent duplication and maintain the integrity of the asset data. Deliverables: Current-State Assessment o Assessment of the existing FreshService configuration. o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement. o Recommendations prioritized by business impact and effort. Service Catalog and Category Redesign o Redesigned category/subcategory structure. o Updated service catalog and request types. o Updated routing and assignment rules. o Reduction of inappropriate use of "Other." o Documentation of the new category structure. SLA Framework o Assessment of existing SLA configurations. o Recommended service-specific SLA targets. o Updated priority/urgency definitions and escalation rules. o Configured and tested SLA workflows. o SLA performance reporting. Asset Management o Cleaned and standardized asset records. o Identification and resolution of duplicate records. o Recommended asset management procedures. o Updated asset reports/dashboards. o Documentation of ongoing asset management practices. Reporting and Dashboards o Review and enhancement of existing reports. o Development of management level dashboards. o Reports supporting ticket trends, categories, SLA performance, workload, and asset management. Workflow and Automation o Configuration and testing of approved workflows and automations. o Automated routing and assignment were appropriate. o Reduction of manual processes and ticket reassignment. Documentation and Knowledge Transfer o Configuration documentation. o Administrative procedures. o Training for designated CHA staff. o Knowledge transfer to ensure CHA can maintain the environment after the consultant's engagement. Required Qualifications: Must demonstrate extensive experience in the successful implementation and administration of FreshService platform with complex IT environments that serve multiple departments. Provide a minimum of two (2) client references from comparable organizations where the vendor has implemented or managed FreshService. Describe the vendor's methodology for implementing and aligning FreshService with ITIL best practice. Must have a strong technical knowledge of the FreshService software including significant experience with workflow and process automation, ticket routing and assignment rules, SLA configuration and management. Must have experience implementing FreshService asset and configuration management capabilities. Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific business requirements. Must demonstrate the ability to report on SLA compliance and trend analysis. Must have excellent communication skills, including the ability to produce high-quality documentation. Flexible work from home options available.
11/06/2026
Full time
Job Description Job Description Scope of Service Service Catalog and Category Optimization o Review and redesign the existing FreshService service categories, subcategories, and request types to accurately reflect the IT services currently provided. Workflow and Ticket Routing Optimization o Review existing ticket workflows, assignment rules, automations, and routing configurations. o Identify opportunities to automate ticket assignment based on category, service request type, location, or other relevant criteria. o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team. o Recommend and implement workflow improvements that improve efficiency and reduce ticket resolution times. SLA Assessment and Optimization o Review CHA's existing Service Level Agreement (SLAs), including response and resolution targets, to determine whether they are reasonable, achievable, and aligned with industry ITSM best practices. o Recommend and implement an appropriate SLA framework including service-specific targets, priority definitions, escalation rules, and applicable SLA conditions. o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify recurring SLA breaches, and evaluate service performance. o Provide recommendations for ongoing SLA governance. Reporting and Analytics Enhancements o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category, service, department, location, assignment group, priority, resolution time, SLA and other relevant measures. o Ensure the redesigned category structure supports accurate and actionable reporting. Service Catalog/User Experience o Review the current service catalog and request forms from the end-user perspective. o Simplify and improve the user experience so employees can quickly identify the appropriate service or request type. o Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently. o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and align with CHA's Change Management Process. ITSM Best Practices and Platform Optimization o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best practices. o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the platform. o Provide hands-on configuration and implementation support rather than recommendations alone. o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the engagement. Knowledge Transfer and Staff Training o Provide knowledge transfer to designated CHA IT staff throughout the engagement. o Develop appropriate documentation for configurations, workflows, categories, automations, reports, and administrative processes. o Provide training to CHA staff responsible for ongoing FreshService administration and management. Asset Management Data Quality and Process Optimization o Review and assess the current FreshService asset management configuration and data to identify inaccurate, incomplete, outdated or duplicate asset records. o Cleanse and standardize asset data to establish a reliable and accurate asset inventory. o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and retirement to ensure data remains accurate and consistent. o Review the relationship between assets, users, locations, and other relevant records to improve asset tracking and accountability. o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility into its technology inventory, ownership, location, lifecycle status, and other key asset information. o Provide recommendations for ongoing asset data governance and periodic data quality reviews to prevent duplication and maintain the integrity of the asset data. Deliverables: Current-State Assessment o Assessment of the existing FreshService configuration. o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement. o Recommendations prioritized by business impact and effort. Service Catalog and Category Redesign o Redesigned category/subcategory structure. o Updated service catalog and request types. o Updated routing and assignment rules. o Reduction of inappropriate use of "Other." o Documentation of the new category structure. SLA Framework o Assessment of existing SLA configurations. o Recommended service-specific SLA targets. o Updated priority/urgency definitions and escalation rules. o Configured and tested SLA workflows. o SLA performance reporting. Asset Management o Cleaned and standardized asset records. o Identification and resolution of duplicate records. o Recommended asset management procedures. o Updated asset reports/dashboards. o Documentation of ongoing asset management practices. Reporting and Dashboards o Review and enhancement of existing reports. o Development of management level dashboards. o Reports supporting ticket trends, categories, SLA performance, workload, and asset management. Workflow and Automation o Configuration and testing of approved workflows and automations. o Automated routing and assignment were appropriate. o Reduction of manual processes and ticket reassignment. Documentation and Knowledge Transfer o Configuration documentation. o Administrative procedures. o Training for designated CHA staff. o Knowledge transfer to ensure CHA can maintain the environment after the consultant's engagement. Required Qualifications: Must demonstrate extensive experience in the successful implementation and administration of FreshService platform with complex IT environments that serve multiple departments. Provide a minimum of two (2) client references from comparable organizations where the vendor has implemented or managed FreshService. Describe the vendor's methodology for implementing and aligning FreshService with ITIL best practice. Must have a strong technical knowledge of the FreshService software including significant experience with workflow and process automation, ticket routing and assignment rules, SLA configuration and management. Must have experience implementing FreshService asset and configuration management capabilities. Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific business requirements. Must demonstrate the ability to report on SLA compliance and trend analysis. Must have excellent communication skills, including the ability to produce high-quality documentation. Flexible work from home options available.