For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience), the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement.
Senior ITSM / ServiceNow / Freshworks Engineer
Experience: 5-8 Years
Location: Pune / India
Employment Type: Full-Time

Role Summary

We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance. The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives.

ITSM Platform Administration

Administer and manage ServiceNow and/or Freshservice platforms.
Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules.
Design and implement workflows, business rules, forms, SLAs, and approval processes.
Manage system upgrades, patches, integrations, and release deployments.
Maintain platform security, user roles, groups, and access controls.

ITIL Process Management

Drive Incident, Problem, Change, Service Request, and Knowledge Management processes.
Ensure adherence to ITIL best practices and service governance standards.
Conduct process audits and identify improvement opportunities.
Support CAB meetings and change governance activities.
Monitor and improve SLA/OLA compliance.

Service Catalog & Automation

Build and maintain service catalogs and request fulfillment workflows.
Automate repetitive service management processes.
Develop self-service capabilities and user-friendly portals.
Integrate ITSM tools with monitoring, asset, and collaboration platforms.

CMDB & Asset Management

Manage CMDB health, accuracy, relationships, and governance.
Support IT Asset Lifecycle Management processes.
Ensure data integrity and compliance through regular audits.
Work with infrastructure, cloud, and application teams to enrich configuration data.

Reporting & Analytics

Develop operational dashboards and executive reports.
Track KPIs such as SLA, MTTR, Change Success Rate, First Call Resolution, and Service Availability.
Present service performance metrics to leadership and stakeholders.
Drive continual service improvement initiatives.

Stakeholder Management

Partner with Service Delivery Managers, Infrastructure Teams, Security Teams, and Business Stakeholders.
Conduct requirements gathering sessions and solution workshops.
Support service transition and transformation initiatives.
Provide technical guidance and platform best practices.

Freshservice Administrator Certification

Agile/Scrum Certification (Good to Have)

Desired Candidate Profile

5-8 years of ITSM platform administration and service management experience.
Hands-on experience with ServiceNow and/or Freshworks implementation.
Strong understanding of ITIL processes and governance.
Experience managing enterprise-scale service management environments.
Excellent communication and stakeholder management skills.
Ability to work independently and lead platform enhancement initiatives.

ITSM Automation Engineer

For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience), the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement.
Senior ITSM / ServiceNow / Freshworks Engineer
Experience: 5-8 Years
Location: Pune / India
Employment Type: Full-Time

Role Summary

We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance. The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives.

Key Responsibilities

ITSM Platform Administration

Administer and manage ServiceNow and/or Freshservice platforms.
Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules.
Design and implement workflows, business rules, forms, SLAs, and approval processes.
Manage system upgrades, patches, integrations, and release deployments.
Maintain platform security, user roles, groups, and access controls.

ITIL Process Management

Drive Incident, Problem, Change, Service Request, and Knowledge Management processes.
Ensure adherence to ITIL best practices and service governance standards.
Conduct process audits and identify improvement opportunities.
Support CAB meetings and change governance activities.
Monitor and improve SLA/OLA compliance.

Service Catalog & Automation

Build and maintain service catalogs and request fulfillment workflows.
Automate repetitive service management processes.
Develop self-service capabilities and user-friendly portals.
Integrate ITSM tools with monitoring, asset, and collaboration platforms.

CMDB & Asset Management

Manage CMDB health, accuracy, relationships, and governance.
Support IT Asset Lifecycle Management processes.
Ensure data integrity and compliance through regular audits.
Work with infrastructure, cloud, and application teams to enrich configuration data.

Reporting & Analytics

Develop operational dashboards and executive reports.
Track KPIs such as SLA, MTTR, Change Success Rate, First Call Resolution, and Service Availability.
Present service performance metrics to leadership and stakeholders.
Drive continual service improvement initiatives.

Stakeholder Management

Partner with Service Delivery Managers, Infrastructure Teams, Security Teams, and Business Stakeholders.
Conduct requirements gathering sessions and solution workshops.
Support service transition and transformation initiatives.
Provide technical guidance and platform best practices.

Required Skills

ITSM Platforms

ServiceNow Administration

Freshservice / Freshworks Administration

Service Catalog Management

CMDB Management

Asset Management

Knowledge Management

ITIL Processes

Incident Management

Problem Management

Change Management

Request Fulfillment

Service Level Management

Continual Service Improvement (CSI)

Technical Skills

ServiceNow Flow Designer

Workflow Automation

REST/SOAP API Integrations

PowerShell / Python Scripting

Active Directory Integration

Azure AD / Entra ID Integration

Reporting & Dashboard Development

Monitoring & Collaboration Tools

Azure Monitor

Dynatrace

Splunk

SolarWinds

Jira

Microsoft Teams

Preferred Qualifications

ITIL V4 Foundation / Managing Professional

ServiceNow Certified System Administrator (CSA)

ServiceNow CAD (preferred)

Freshservice Administrator Certification

Agile/Scrum Certification (Good to Have)

Desired Candidate Profile

5-8 years of ITSM platform administration and service management experience.
Hands-on experience with ServiceNow and/or Freshworks implementation.
Strong understanding of ITIL processes and governance.
Experience managing enterprise-scale service management environments.
Excellent communication and stakeholder management skills.
Ability to work independently and lead platform enhancement initiatives.

Key Performance Indicators (KPIs)

SLA Compliance > 95%

Incident Resolution Efficiency

Change Success Rate

CMDB Data Accuracy

Service Request Fulfillment Time

User Satisfaction (CSAT)

Automation Adoption Rate

Platform Availability

Suitable Titles

Senior ITSM Engineer

ServiceNow Administrator / Engineer

ITSM Platform Engineer

IT Service Management Specialist

Freshservice Senior Engineer

ServiceNow & ITIL Consultant

ITSM Automation Engineer

For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience), the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement.
Senior ITSM / ServiceNow / Freshworks Engineer
Experience: 5-8 Years
Location: Pune / India
Employment Type: Full-Time

Role Summary

We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance. The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives.

Key Responsibilities

ITSM Platform Administration

Administer and manage ServiceNow and/or Freshservice platforms.
Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules.
Design and implement workflows, business rules, forms, SLAs, and approval processes.
Manage system upgrades, patches, integrations, and release deployments.
Maintain platform security, user roles, groups, and access controls.

ITIL Process Management

Drive Incident, Problem, Change, Service Request, and Knowledge Management processes.
Ensure adherence to ITIL best practices and service governance standards.
Conduct process audits and identify improvement opportunities.
Support CAB meetings and change governance activities.
Monitor and improve SLA/OLA compliance.

Service Catalog & Automation

Build and maintain service catalogs and request fulfillment workflows.
Automate repetitive service management processes.
Develop self-service capabilities and user-friendly portals.
Integrate ITSM tools with monitoring, asset, and collaboration platforms.

CMDB & Asset Management

Manage CMDB health, accuracy, relationships, and governance.
Support IT Asset Lifecycle Management processes.
Ensure data integrity and compliance through regular audits.
Work with infrastructure, cloud, and application teams to enrich configuration data.

Reporting & Analytics

Develop operational dashboards and executive reports.
Track KPIs such as SLA, MTTR, Change Success Rate, First Call Resolution, and Service Availability.
Present service performance metrics to leadership and stakeholders.
Drive continual service improvement initiatives.

Stakeholder Management

Partner with Service Delivery Managers, Infrastructure Teams, Security Teams, and Business Stakeholders.
Conduct requirements gathering sessions and solution workshops.
Support service transition and transformation initiatives.
Provide technical guidance and platform best practices.

Required Skills

ITSM Platforms

ServiceNow Administration

Freshservice / Freshworks Administration

Service Catalog Management

CMDB Management

Asset Management

Knowledge Management

ITIL Processes

Incident Management

Problem Management

Change Management

Request Fulfillment

Service Level Management

Continual Service Improvement (CSI)

Technical Skills

ServiceNow Flow Designer

Workflow Automation

REST/SOAP API Integrations

PowerShell / Python Scripting

Active Directory Integration

Azure AD / Entra ID Integration

Reporting & Dashboard Development

Monitoring & Collaboration Tools

Azure Monitor

Dynatrace

Splunk

SolarWinds

Jira

Microsoft Teams

Preferred Qualifications

ITIL V4 Foundation / Managing Professional

ServiceNow Certified System Administrator (CSA)

ServiceNow CAD (preferred)

Freshservice Administrator Certification

Agile/Scrum Certification (Good to Have)

Desired Candidate Profile

5-8 years of ITSM platform administration and service management experience.
Hands-on experience with ServiceNow and/or Freshworks implementation.
Strong understanding of ITIL processes and governance.
Experience managing enterprise-scale service management environments.
Excellent communication and stakeholder management skills.
Ability to work independently and lead platform enhancement initiatives.