Associate Principal Engineer, ITIL ITSM tools – Freshservice

This is a fully remote position, open to applicants in India.

📋 Description

• Design, develop, and implement IT Service Management (ITSM) solutions within the Freshservice platform.

• Configure and tailor the Incident, Problem, Change, Service Request, Configuration Management Database (CMDB), and Asset Management modules.

• Create and enhance workflows, automations, approvals, Service Level Agreements (SLAs), and business rules utilizing Freshservice Automator.

• Develop and oversee integrations using REST APIs, webhooks, and various third-party tools.

• Implement service catalogs, self-service portals, and knowledge management solutions effectively.

• Manage the structure of the CMDB, ensure relationships between Configuration Items (CIs), and maintain data integrity.

• Execute platform upgrades, conduct testing, troubleshoot issues, and perform performance tuning.

• Collaborate with the Service Desk, IT Operations, and business stakeholders to enhance service management processes.

• Ensure adherence to ITIL v4 standards and governance practices.

• Monitor platform performance and support operational stability.

• Provide technical leadership, mentorship, and support to junior team members.

• Maintain technical documentation, Standard Operating Procedures (SOPs), and process workflows.

⛳️ Requirements

• Total experience of 10+ years.

• Extensive experience with ITSM tools and service management platforms.

• Strong hands-on expertise in Freshservice administration, customization, and implementation.

• In-depth knowledge of the ITIL v4 framework and ITSM best practices.

• Proficient in workflow automation, orchestration, and process optimization.

• Skilled in REST APIs, JSON, scripting, and third-party integrations.

• Practical 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 capabilities.

• Excellent communication, stakeholder management, and documentation skills.

• Ability to thrive in Agile and enterprise IT environments.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity for continuous learning and professional development.

• Flexible work schedule and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and innovative work environment.