ITIL Roles

After using FreshService Workflow Automator it would be good to setup roles, so we can add individuals (either single or multiple) as a contact\contact group.  This would give us one point to enter user ids.  After setting up several Workflows and the requirement to create more, if someone leaves or their job function changes I have to go through each Workflow where they are listed and change the user id.  If we had roles then I would only need to go to one pane to update.  This would also fit well with ITIL.