About this role

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