Freelance TOPdesk Engineer

Are you ready to play a pivotal role in shaping the ITSM landscape at one of the country's most iconic retailers? A retail giant is looking for a skilled TOPdesk Engineer & Administrator to take ownership of their central service management platform. In this role, you will do more than just maintain a system; you will drive automation, bridge complex technical integrations via AWS, and translate ITIL-aligned processes into seamless user experiences.

Whether you are looking for a permanent position or a freelance consultancy opportunity, this is your chance to influence their service strategy.

Responsibilities: Manage, optimize, and continuously develop TOPdesk as the central ITSM platform to ensure reliable service delivery and process maturity; Translate ITIL-aligned processes into practical configurations and automate complex workflows using Apache FreeMarker and self-service improvements; Design, build, and maintain secure integrations between TOPdesk and external systems (via APIs/AWS) to ensure seamless data flow; Develop dashboards and reports to provide actionable insights into service quality, SLAs, and operational volumes to drive data-led improvements; Act as the primary technical liaison between process owners, IT support teams, and suppliers to document best practices and enhance the user experience.

Requirements: Proven expertise in configuring, administering, and leveraging TOPdesk internal APIs; Demonstrated experience designing, building, and troubleshooting API-based integrations (REST/JSON) between TOPdesk and external systems, preferably using AWS; Strong understanding of ITIL/ITSM processes combined with the ability to manage complex data flows and authentication methods; Experience in BI reporting and utilizing AI-driven tools to architect automation patterns and API workflows; Bachelor’s-level degree (or equivalent experience) with a proven track record of managing SaaS applications within large, complex organizations.

The Offer: This nice assignment in the region of Den Bosch offers a flexible work schedule of minimum three days per week, with an expectation of office presence at least one to two days per week. Start asap for an initial period of 6-8 months. Both freelance (zzp) and a flexible contract via Independent Recruiters are possible; for freelance, the rate is around €90 per hour, while a flexible contract offers a monthly salary of up to €7000 based on 40 hours with a possibility of working directly with the client (temp to perm).

For the permanent role, the work schedule is five days a week, and an immediate start is also highly desired.