About this role
Role Overview
- Own the design, configuration, and continuous improvement of the Freshservice platform
- Design and implement end-to-end service catalog solutions, including forms, workflows, approvals, routing, and automated fulfillment
- Develop and maintain integrations using APIs, webhooks, and middleware to extend platform capabilities
- Evaluate, test, and implement new platform features, modules, and enhancements
- Establish platform standards, including workflow design, naming conventions, and data governance practices
- Build automation solutions to reduce manual effort and improve service delivery efficiency
- Document configurations, workflows, and integrations to support knowledge transfer and long-term sustainability
- Design and deploy Device42 integration for automated asset discovery and infrastructure visibility
- Design and implement ITAM capabilities within Freshservice, including hardware and software asset tracking, lifecycle workflows, and procurement integration
- Build and administer asset lifecycle workflows: procurement, assignment, maintenance, and disposition
- Develop asset reporting, reconciliation processes, and automated discovery synchronization
- Design and implement ITOM capabilities, including discovery, event management, and orchestration
- Integrate monitoring and alerting tools to enable centralized event management, alert correlation, and noise reduction
- Develop automation runbooks and workflows to streamline operational tasks and incident response
- Build service health dashboards and operational views for critical business services
- Define event classification and routing logic to improve response times and operational efficiency
- Define and implement the CMDB data model, including CI classes, attributes, and relationship mapping
- Build and maintain configuration records for critical infrastructure, applications, and services
- Establish data quality controls, validation rules, and governance practices to ensure CMDB accuracy
- Develop service mapping capabilities to support impact analysis for Change and Major Incident Management
- Partner with technical teams to align CMDB structure with real-world service architecture
Requirements
- College Degree or equivalent
- 6 years related experience
- Expert technical knowledge
- Knowledge of industry regulations
- Ability to lead and coordinate the team activities of others
- Ability to formulate, document and recommend new policies and procedures
- Able to work in and lead a team
- Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
- Ability to travel as required by business and on-call availability
Benefits
- Health insurance
- Professional development opportunities