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