Senior Engineer Freshworks

Job Summary

We are seeking an experienced Senior Engineer (Freshworks) to design, implement, and optimize IT service management (ITSM) workflows in a regulated life sciences environment. The ideal candidate will have strong hands-on expertise in Freshservice/Freshworks platform, workflow automation, and compliance-driven environments (e.g., GxP, FDA, or equivalent).

You will play a key role in enabling efficient service delivery while ensuring adherence to regulatory, security, and audit requirements.

Key Responsibilities

1. Freshworks Platform Implementation

• Lead implementation and configuration of Freshservice (Freshworks ITSM platform)
• Customize service catalog, incident, problem, and change management modules
• Integrate Freshworks with enterprise systems (e.g., Active Directory, monitoring tools, CMDB)

2. Workflow Design & Automation

• Design and develop end-to-end workflows across IT and business functions
• Implement automation using:
  • Workflow Automator
  • Orchestration rules
  • SLA and escalation policies
• Optimize workflows for efficiency, scalability, and user experience

3. Regulatory Compliance & Validation

• Ensure compliance with GxP, FDA 21 CFR Part 11, HIPAA, or similar regulations
• Participate in CSV (Computer System Validation) processes:
  • IQ/OQ/PQ documentation
  • Validation testing and audit readiness
• Maintain audit trails, data integrity, and system security

4. Configuration & Customization

• Configure modules including:
  • Incident, Change, Problem, Release management
  • Asset and Configuration Management (CMDB)
• Develop custom scripts, APIs, and integrations as required
• Configure role-based access controls and governance models

5. Integration & Data Management

• Build and maintain integrations with:
  • Monitoring tools (e.g., Splunk, Dynatrace)
  • HR systems, CRM tools, and collaboration platforms
• Ensure accurate data mapping and synchronization across systems

6. Stakeholder Collaboration

• Work closely with IT, Quality, Compliance, and Business teams
• Translate business requirements into technical solutions
• Support workshops, demos, and user adoption initiatives

7. Support & Continuous Improvement

• Provide L3 support and troubleshoot complex issues
• Identify optimization opportunities and implement enhancements
• Drive best practices for ITSM and service delivery maturity

Required Qualifications

• Bachelor s degree in computer science, Engineering, or related field
• 5+ years of experience in ITSM platforms (Freshworks preferred)
• Hands-on experience with:
  • Freshservice / Freshdesk configuration
  • Workflow automation and scripting
• Experience working in regulated industries (life sciences, pharma, healthcare)
• Strong understanding of:
  • ITIL processes (Incident, Problem, Change, Asset mgmt.)
  • Compliance frameworks (GxP, FDA, HIPAA)
• Experience in system validation (CSV) and audit support

Preferred Qualifications

• Freshworks certifications (Freshservice Admin / Developer)
• Experience with REST APIs, webhooks, and integrations
• Knowledge of AI/automation features (e.g., Freddy AI) within Freshworks
• Familiarity with DevOps and Agile methodologies
• Experience working in global, cross-functional teams

Key Skills

• ITSM & Workflow Automation
• Freshworks / Freshservice Platform Expertise
• Regulatory Compliance (GxP, FDA)
• System Integration & API Development
• Problem-solving & Analytical Thinking
• Communication & Stakeholder Management

Success Criteria

• Successful deployment of compliant Freshworks workflows
• Improved service efficiency and reduced ticket resolution times
• Audit-ready systems with complete documentation
• High user adoption and satisfaction

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.