Associate Principal Systems Application Developer

We are seeking an experienced and highly motivated FreshService Admin/Developer to join our dynamic team. In this role, you will play a critical role in driving the evolution of our FreshService environment, from managing change requests and developing custom solutions to overseeing rigorous testing and deployment processes. You will be a key

contributor to ensuring the stability, security, and continuous improvement of our service desk platform.

Objectives of this Role

Lead the change management process for all FreshService modifications and

enhancements.

Develop and implement custom solutions within the FreshService platform using scripting, automation, and integrations.

Oversee all aspects of testing and deployment activities for FreshService

changes.

Ensure the security, stability, and performance of the FreshService environment.

Continuously identify and implement opportunities to improve FreshService

processes and workflows.

Responsibilities

Change Management:

Lead and manage the entire change management process for FreshService, including request evaluation, impact assessment, and risk

mitigation.

Develop and maintain clear change control procedures and documentation.

o Collaborate with stakeholders across the organization to gather requirements and prioritize changes.

Development Customization:

Develop and implement custom solutions within FreshService using scripting languages (eg, JavaScript, Python) and APIs.

Integrate FreshService with other business applications and systems.

Create and maintain custom fields, workflows, and automations.

Testing Deployment:

Plan and execute comprehensive testing strategies for all FreshService

changes, including unit testing, integration testing, and user acceptance testing.

Oversee the deployment of changes to the production environment.

Monitor system performance after deployments and address any issues

promptly.

System Optimization:

Continuously analyze system performance and identify areas for improvement.

Proactively identify and address potential security risks and vulnerabilities.

Stay abreast of the latest FreshService features and best practices.

Documentation Training:

Develop and maintain comprehensive documentation for all FreshService

processes and procedures.

Provide training and support to end-users on FreshService features and

functionalities.

WHATYOU BRING

• 5+ years of experience as a FreshService Administrator or a similar role.
• Strong experience with scripting languages (eg, JavaScript, Python) and APIs.
• Proven ability to develop and implement custom solutions within FreshService.
• Excellent understanding of data security principles and best practices.
• Demonstrated experience in managing access requests and provisioning
• workflows.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Preferred Skills and Qualifications
• Experience with DevOps practices and tools.
• Experience with data analysis and reporting.
• Knowledge of cloud computing platforms (eg, AWS, Azure).
• Relevant industry certifications (eg, ITIL, Freshworks Certifications).