Service now -Freshworks

Key Responsibilities:

• Lead solution design, configuration, and implementation of ITSM tool Freshworks
• Collaborate with clients to capture business requirements and translate them into scalable ITSM solutions.
• Provide technical leadership to solution engineers, ensuring adherence to best practices and delivery excellence.
• Drive integration of ITSM solutions with CRM, ERP, and cloud platforms.
• Conduct client workshops, demos, and training sessions to ensure adoption and value realization.
• Oversee documentation of solution designs, configurations, and deployment processes.
• Partner with project managers and architects to align solutions with overall delivery strategy.
• Mentor and coach junior engineers, fostering a culture of innovation and continuous improvement.

Qualifications:

• Bachelors/Master’s degree in Computer Science, Engineering, or related field
• 4–6 years of experience in ITSM solution engineering, with at least 3 years in a leadership role
• Strong expertise in Freshworks ITSM (Freshservice, Freshdesk) or familiarity with other ITSM platforms (ServiceNow, Jira Service Management, BMC Remedy)
• Solid understanding of ITIL processes and frameworks
• Experience with API integrations, middleware, and enterprise connectors
• Excellent communication, stakeholder management, and leadership skills
• Should be willing to travel short term both India and International

Preferred Skills:

• ITIL certification or Freshworks product certifications
• Experience with cloud platforms (AWS, Azure, GCP)
• Ability to work across global time zones : 3 PM – 12 PM IST