SP 91710: Freshservice Consultant

The Chicago Housing Authority (CHA) seeks a Freshservice IT Service Management (ITSM) consultant to optimize its Freshservice platform. The consultant will work on‑site three days per week at CHA headquarters in Chicago and remotely for the remaining days, delivering a comprehensive assessment, redesign, and implementation of service catalog, workflow automation, SLA management, asset management, reporting, and knowledge transfer. The contract runs for a base term of one year starting 15 Nov 2026, with an optional second year, and requires the vendor to meet extensive insurance and HUD‑related compliance requirements. • Redesign service catalog, categories, sub‑categories, and request types for Freshservice. • Optimize workflow automation, ticket routing, SLA frameworks, and build monitoring dashboards. • Clean‑up asset management data, create procedures, and develop asset dashboards. • Provide documentation, training, and knowledge transfer to CHA IT staff. • Deliverables include assessment reports, configured workflows, dashboards, and training materials. • Must maintain commercial general liability, auto, workers’ comp, and technology E&O insurance; complete mandatory post‑award forms within five days.