Carly Rennoldson

Freshservice Expert

Talent

EnglandMember since June 19, 2026

FreshserviceREST API integrationsCMDBITIL 4Automation

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FreshserviceREST API integrationsCMDBITIL 4Automation

About

Highly experienced ITSM Consultant and Freshservice expert with over 10 years in IT service management. Proven ability to deliver comprehensive ITSM solutions, including maturity assessments, implementations, and advanced workflow configurations. Skilled in ITIL 4 practices, REST API integrations, and multi-department onboarding.

Adept at optimising service catalogues, automating processes, and driving operational efficiency. Seeking to leverage extensive Freshservice expertise to enhance service delivery and achieve strategic objectives.

Experience

ITSM Consultant - AgileOps Consulting Ltd - UK, UK

(2025-10)

Established an ITSM consultancy focused on ITIL-aligned service improvement for SME and midmarket clientele.

Deliver comprehensive ITSM service offerings including maturity assessments, implementations, remediation projects, integrations, training, and improvement retainers.
Facilitate discovery workshops, gather client requirements, develop solution designs, and ensure alignment with ITIL 4 practices and client governance frameworks.
Configure and optimise ITSM instances, encompassing service catalogues, advanced workflows, process design, escalation rules, SLAs, KPIs, and automation capabilities.
Engineer and implement REST API integrations to synchronise tickets and automate handovers between internal teams and external partners.
Develop and maintain delivery templates, runbooks, and training materials.
Spearhead business development, proposal generation, SOW creation, partner relationship management, and operational process oversight.

Freshservice Engineer (Technical Lead) - The Institute of Cancer Research - London, United Kingdom

(2024-12 - 2025-10)

Served as the technical lead for the Freshservice platform and a small ITSM engineering team within a complex, research-led organisation.

Governed the Freshservice platform as technical owner, establishing configuration standards and integrating ITIL-aligned practices.
Architected and deployed zero-touch software deployment workflows, minimising manual effort and enhancing operational consistency.
Integrated zero-touch equipment ordering with Dell, streamlining the request, approval, and fulfilment lifecycle and reducing associated cycle times.
Designed and configured a custom service portfolio, comprehensively redesigning the service catalogue and self-service portal to improve user experience, security posture, and adherence to DPIA and information governance standards.
Developed document control and change management processes within Freshservice, reinforcing governance, auditability, and risk mitigation.
Defined and implemented project management and asset management processes, ensuring their synchronisation with organisational policies and CMDB/ITAM best practices.
Integrated HR, Finance, Procurement, and Estates & Facilities departments into Freshservice, including bespoke service catalogue design, workflow configuration, and role-based access controls.
Delivered targeted agent and administrator training across multiple departments, supported by customised documentation and knowledge articles to foster user adoption and self-sufficiency.

Freshservice Consultant - Waterstons Ltd - Durham, United Kingdom

(2021-04 - 2024-12)

Configured and maintained numerous Freshservice instances (both internal and client-facing) to ensure high availability, optimal usability, and adherence to ITIL processes.
Orchestrated the configuration of incident, request, change, and problem management workflows, SLAs, automation rules, and escalation routes, promoting consistency across client environments.
Managed vendor and stakeholder relationships, acting as a primary liaison with Freshworks to escalate technical issues, convey roadmap enhancement requests, and align platform developments with strategic business objectives.
Developed and delivered training programs for IT professionals, super users, and administrators, empowering clients to manage daily operations and minor system modifications independently.
Collaborated with internal teams to document workflows, Standard Operating Procedures (SOPs), and training materials, contributing to a structured knowledge base and the creation of reusable implementation assets.
Provided pre-sales support and scoping activities, offering expert advice on Freshservice capabilities, implementation timelines, and recommended best-practice approaches.

IT Technician - Erwin Hymer Group, Co. Durham - Co. Durham

(2018-12 - 2021-04)

Provided comprehensive technical support across infrastructure, applications, and end-user devices, ensuring high system availability and prompt resolution of incidents and requests.

Acted as the technical owner for Change Advisory Board (CAB) support, delivering impact analyses, risk assessments, and implementation guidance for proposed changes.
Administered networking tasks, including switches, VLANs, Wi-Fi, and connectivity troubleshooting, to maintain a stable and high-performing network environment.
Managed asset lifecycle management for both hardware and software, maintaining accurate inventories and supporting procurement and disposal processes.
Oversaw and monitored backup and recovery operations, contributing to robust data integrity and business continuity strategies.

IT Helpdesk Technician - County Durham and Darlington NHS Foundation Trust, Co. Durham - Co. Durham

(2010-10 - 2018-12)

Managed the creation and administration of network and system accounts, facilitating seamless onboarding for clinical and non-clinical staff members.
Supported significant administrative projects, data integrity initiatives, and access management tasks, contributing to the security and reliability of clinical systems.
Delivered frontline technical support within a demanding healthcare setting, consistently maintaining professionalism and effective communication.

Skincare Consultant - Clinique, The Metro Centre - Newcastle

(2007-04 - 2010-10)