Senior Implementation Engineer - ITSM

About Us

We are seeking a driven and technically skilled Senior Implementation Engineer with hands-on experience in Freshservice or similar ITSM platforms. This is a high-impact role for someone eager to lead solution delivery, streamline service management processes, and make a tangible difference in enterprise IT transformations.

You will lead end-to-end Freshservice implementation projects—from planning and configuration to go-live and transition to support. This role demands both technical depth and client-facing excellence, ensuring successful onboarding and long-term adoption of the platform.

Key Responsibilities

Lead Freshservice implementation projects across multiple clients, managing all phases from discovery to post-deployment hypercare.

Work closely with clients to understand business goals, ITSM needs, and translate them into scalable Freshservice configurations.

Configure modules including Incident, Problem, Change, Service Request, CMDB, Asset Management, and Automation rules.

Customize workflows, SLA policies, email templates, portal branding, roles / permissions, and approval chains based on customer requirements.

Integrate Freshservice with tools like Active Directory, Microsoft 365, Slack, Azure, and 3rd-party platforms via REST APIs and Webhooks.

Perform data migration including import of request history, assets, and users; validate data accuracy and integrity post-migration.

Lead requirement-gathering workshops, conduct BRD walkthroughs, and prepare functional and technical documentation.

Provide admin and agent-level training to end users and IT teams, ensuring successful handoff and platform adoption.

Act as a trusted advisor on ITIL-aligned service delivery practices using Freshservice capabilities.

Troubleshoot implementation and integration issues, coordinate with Freshworks support as needed, and resolve blockers.

Optimize implementation playbooks and checklists for repeatable and scalable delivery across clients.

Stay up to date with product changes, enhancements, and best practices from the Freshservice ecosystem.

Required Skills & Qualifications

3+ years of experience implementing Freshservice or similar ITSM tools

Strong understanding of ITIL processes such as Incident, Change, and Problem Management.

Proven experience in configuring Freshservice modules, automation, workflows, and service catalogs.

Working knowledge of APIs, webhooks, and middleware platforms for integrations.

Experience with data import, export, and transformation using CSV, Excel, and scripts.

Knowledge of SSO, LDAP / AD, and user provisioning via SCIM or Freshservice Directory Sync.

Familiarity with scripting and automation (PowerShell, Python, or similar) is a plus.

Ability to conduct training and build end-user documentation.

Excellent project management skills and familiarity with tools like JIRA, Confluence, or Smartsheet.

Strong verbal and written communication, client engagement, and stakeholder management skills.