Freshworks ITSM Developer (FreshService ( ITSM tool )

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What we are looking for

Role: Freshworks ITSM Developer (FreshService ( ITSM tool )

Experience Range: 3 to 8 Years

Location: Pan India

Must Have:

• We are seeking a skilled Freshworks ITSM Developer to design, develop, customize, and maintain IT Service Management (ITSM) solutions within the Freshservice platform. The ideal candidate will have hands-on experience in workflow automation, service catalog development, integrations, scripting, and ITSM best practices to support enterprise service management initiatives.
• Key Responsibilities
• Configure and customize the Freshservice ITSM platform to meet business requirements.
• Develop and maintain service catalogs, request forms, workflows, automations, and business rules.
• Build and support incident, problem, change, release, and asset management processes.
• Develop custom applications, scripts, and integrations using Freshservice APIs and third-party tools.
• Automate IT and business processes using Orchestration Center and workflow automation capabilities.
• Integrate Freshservice with enterprise systems such as Active Directory, Azure AD, HRMS, Monitoring Tools, and Collaboration Platforms.
• Create dashboards, reports, and KPIs to improve operational visibility.
• Troubleshoot platform issues and provide technical support to administrators and end users.
• Participate in requirement gathering, solution design, testing, deployment, and continuous improvement activities.
• Ensure adherence to ITIL best practices and organizational governance standards.
• Required Technical Skills
• Hands-on experience with Freshservice/Freshworks platform administration and development.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Request, Asset Management).
• Experience with Workflow Automator, Orchestration Center, Service Catalogs, and CMDB.

Good to Have:

• JavaScript
• REST APIs
• JSON
• Webhooks
• SQL (basic to intermediate)
• Experience integrating Freshservice with:
• Active Directory / Azure AD
• Microsoft 365
• Monitoring and Endpoint Management tools
• HR and business applications
• Knowledge of SSO, OAuth, and authentication mechanisms.
• Preferred Skills
• Freshservice Administrator or Freshworks certifications.
• Experience in IT Operations, Service Desk, or Infrastructure Management environments.
• Familiarity with PowerShell, Python, or automation scripting.
• Exposure to cloud platforms such as Azure or AWS.
• Knowledge of IT Asset Management (ITAM) and Configuration Management (CMDB).
• Educational Qualifications
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• ITIL Foundation Certification preferred.
• Key Competencies
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and in cross-functional teams.
• Process improvement and automation mindset.

Essential:

• JavaScript
• REST APIs
• JSON
• Webhooks
• SQL (basic to intermediate)
• Experience integrating Freshservice with:
• Active Directory / Azure AD
• Microsoft 365
• Monitoring and Endpoint Management tools
• HR and business applications
• Knowledge of SSO, OAuth, and authentication mechanisms.
• Preferred Skills
• Freshservice Administrator or Freshworks certifications.
• Experience in IT Operations, Service Desk, or Infrastructure Management environments.
• Familiarity with PowerShell, Python, or automation scripting.
• Exposure to cloud platforms such as Azure or AWS.
• Knowledge of IT Asset Management (ITAM) and Configuration Management (CMDB).
• Educational Qualifications
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• ITIL Foundation Certification preferred.
• Key Competencies
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and in cross-functional teams.
• Process improvement and automation mindset.

Minimum Qualification:

• 15 years of full-time education
• Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)