Associate Principal Engineer, ITIL ITSM tools (Freshservice)

REQUIREMENTS:

• Total Experience 10 years
• Strong experience working with ITSM tools and service management platforms.
• Strong hands-on expertise in Freshservice administration customization and implementation.
• Deep understanding of ITIL v4 framework and ITSM best practices.
• Strong experience in workflow automation orchestration and process optimization.
• Proficiency in REST APIs JSON scripting and third-party integrations.
• Hands-on experience with CMDB design configuration management and asset lifecycle management.
• Experience integrating Freshservice with tools such as Azure AD Jira monitoring platforms and enterprise applications.
• Strong analytical troubleshooting and problem-solving skills.
• Excellent communication stakeholder management and documentation skills.
• Ability to work in Agile and enterprise IT environments.

RESPONSIBILITIES:

• Design develop and implement ITSM solutions within the Freshservice platform.
• Configure and customize Incident Problem Change Service Request CMDB and Asset Management modules.
• Build and optimize workflows automations approvals SLAs and business rules using Freshservice Automator.
• Develop and manage integrations using REST APIs webhooks and third-party tools.
• Implement service catalogs self-service portals and knowledge management solutions.
• Manage CMDB structure CI relationships and ensure data integrity.
• Perform platform upgrades testing troubleshooting and performance tuning.
• Collaborate with Service Desk IT Operations and business stakeholders to improve service management processes.
• Ensure compliance with ITIL v4 standards and governance practices.
• Monitor platform performance and support operational stability.
• Provide technical leadership mentoring and support to junior team members.
• Maintain technical documentation SOPs and process workflows.

Qualifications :

Bachelors or masters degree in computer science Information Technology or a related field.

Remote Work :

Yes

Employment Type :

Full-time