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Senior Implementation Engineer – ITSM

Senior Implementation Engineer – ITSM

Hectae Analytics and Software SolutionsMangalore, IN
15 hours ago
Job description

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.
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    Implementation Engineer • Mangalore, IN