Freshworks Specialist

Job Description

GemPool is an Irish IT recruitment agency. Our client is a high-profile organisation at the forefront of digital transformation across internal IT and customer experience. They are looking for a Freshworks Specialist to take charge of their service delivery platforms and drive continuous improvement across enterprise support systems.

Are you a Freshworks expert ready to lead IT service innovation?

You'll play a key role in managing and optimising Freshdesk and Freshdesk Omni, helping transform the way support is delivered across the business.

Role:

• Administer, configure, and enhance Freshworks ITSM & ESM platforms
• Design, develop, and optimise chatbot and automation workflows
• Collaborate with internal IT and support teams to build efficient, user-centric service experiences
• Provide technical support and troubleshooting for Freshdesk/Freshservice modules
• Communicate complex product solutions in clear, non-technical language to internal stakeholders
• Influence product development by sharing insights from real user experience
• Monitor performance, identify gaps, and ensure smooth ITSM operations
• Deliver ongoing improvements to self-service, request automation, and service visibility

Requirements:

• Around 3 years of experience implementing and using Freshworks tools (Freshdesk, Omni, Freddy AI)
• A strong background in SaaS, ITSM, or ESM environments
• Project management capability and stakeholder communication strength
• Customer-oriented mindset with an eye for scalable solutions
• Experience designing and implementing ITSM platforms and support workflows
• Excellent written and verbal communication skills
• Strong knowledge of IT infrastructure and software environments

Apply now or reach out to cathal.mcaliskey@gempool.ie for more information on this role or IT contracting. .