Job Overview
We are looking for an experienced Senior Freshservice Consultant with 7+ years of experience in ITSM, service management, and enterprise SaaS consulting. The ideal candidate will have strong hands-on experience in implementing, configuring, and optimizing Freshservice solutions and independently managing client engagements.
Key Responsibilities
- Lead end-to-end Freshservice implementation and consulting projects.
- Conduct discovery sessions and gather business and technical requirements.
- Configure and optimize ITSM processes, including Incident, Service Request, Problem, Change, and Asset Management.
- Design and configure Service Catalogs, Service Portals, workflows, approval processes, SLAs, and automations.
- Configure CMDB, asset management, discovery, and asset lifecycle processes.
- Develop integrations using APIs, webhooks, and third-party platforms.
- Conduct client workshops, demonstrations, UAT, training, and go-live activities.
- Provide Freshservice and ITSM best-practice recommendations.
- Troubleshoot complex configuration, workflow, and integration issues.
- Prepare functional and technical documentation.
- Mentor junior consultants and provide technical leadership where required.
Required Skills & Experience
- 7+ years of overall experience in ITSM, IT Service Management, SaaS consulting, or related areas.
- Strong hands-on experience with Freshservice implementation, configuration, and administration.
- Experience with:
- Freshservice ITSM modules
- Service Catalog and Service Portal
- Workflow Automator
- SLA and escalation management
- Asset Management and CMDB
- Discovery and asset lifecycle management
- Analytics and Reporting
- Strong understanding of ITIL processes and ITSM best practices.
- Experience with REST APIs, webhooks, and third-party integrations.
- Ability to translate complex business requirements into scalable Freshservice solutions.
- Excellent client-facing, communication, and stakeholder management skills.
- Proven ability to independently manage projects from discovery through implementation and go-live.
Preferred Qualifications
- Freshworks or Freshservice certifications.
- ITIL Foundation or higher certification.
- Experience with Freshservice Enterprise capabilities.
- Experience integrating Freshservice with Microsoft 365, Azure AD, Jira, ServiceNow, or other enterprise platforms.
- Knowledge of automation and integration tools such as Power Automate, n8n, or similar platforms.
What We're Looking For
We are looking for a senior consultant with 7+ years of experience who can independently lead Freshservice projects, engage directly with clients, provide strategic recommendations, and deliver successful ITSM implementations from requirement gathering to go-live.
