About this role
What You'll Do:
Configure & Administer the Freshservice Platform
- Configure and administer the Freshservice ITSM platform, including service catalogues, business rules, workflow automators, SLAs, forms, and ticket templates.
- Implement and maintain platform configurations in line with approved solution designs and business requirements.
- Ensure Freshservice configurations are properly tested and function as expected before deployment.
- Support platform enhancements and continuous improvements to strengthen IT service management capabilities.
Implement ITSM Workflows & Processes
- Configure and implement workflows across Incident, Change, and Problem Management.
- Set up ticket routing, escalation mechanisms, approval workflows, and Change Advisory Board (CAB) processes.
- Support the implementation and maintenance of Known Error Database (KEDB) processes.
- Configure and maintain CMDB and asset management functionalities.
- Ensure workflows align with ITIL practices and established process requirements.
Manage PagerDuty & Asana Integrations
- Configure and maintain PagerDuty integrations to support alerting, on-call management, and escalation workflows.
- Implement and maintain Asana integrations for task management and feature intake synchronisation.
- Ensure seamless information flow between Freshservice and connected enterprise applications.
- Troubleshoot integration issues and ensure data consistency across connected platforms.
Build & Maintain System Integrations
- Develop and configure integrations with other enterprise systems using connectors, REST APIs, and webhooks.
- Implement data mapping and information exchange between integrated applications.
- Troubleshoot integration failures, investigate issues, and ensure data integrity across systems.
- Support integration testing and validation to ensure reliable system communication.
- Work with relevant technical teams to identify and resolve integration-related challenges.
Support Workflow Design & Solutioning
- Assist process owners and architects with workflow design and technical solutioning.
- Assess the technical feasibility and implementation effort of requests submitted through the feature intake process.
- Translate approved requirements and solution designs into working configurations.
- Collaborate with stakeholders to clarify requirements and identify practical implementation approaches.
- Provide technical inputs to improve workflow efficiency and integration capabilities.
Drive Documentation, Change Control & Platform Maintenance
- Maintain clear and comprehensive documentation of Freshservice configurations, workflows, and integrations.
- Support change control processes, platform upgrades, and configuration enhancements.
- Coordinate with external vendors, including Freshworks, PagerDuty, and Asana, for technical support and issue resolution.
- Ensure configuration changes are properly documented, tested, and implemented.
- Support ongoing platform reliability and operational effectiveness.
What It Takes:
Technical
- 3+ years of hands-on experience configuring and administering Freshservice.
- Practical experience configuring and integrating PagerDuty and Asana.
- Strong experience implementing Incident, Change, and Problem Management workflows aligned with ITIL practices.
- Hands-on integration and configuration experience using connectors, REST APIs, and webhooks.
- Understanding of data mapping techniques and data formats such as JSON.
- Experience configuring service catalogues, business rules, workflow automators, SLAs, forms, and ticket templates.
- Understanding of CMDB, asset management, ticket routing, escalation, and approval workflows.
- Solid understanding of ITIL practices, with ITIL v4 Foundation certification preferred.
- Strong troubleshooting and problem-solving skills across ITSM platforms and integrated applications.
Leadership & Collaboration
- Ability to work closely with process owners, solution architects, IT teams, and other technical stakeholders.
- Strong written and verbal communication skills, with the ability to understand requirements and translate approved designs into technical configurations.
- Ability to assess implementation feasibility and effort for workflow and integration requests.
- Strong coordination skills when working with external vendors and technology partners.
- Ability to manage multiple configuration and integration activities while maintaining accuracy and quality.
- A collaborative approach to resolving technical issues and delivering reliable solutions.
Mindset
- Hands-on implementation mindset with a strong focus on configuration, integration, and solution delivery.
- Practical and solution-oriented approach to technical challenges.
- Strong attention to detail when configuring workflows, integrations, and data mappings.
- Ownership and accountability for the quality and reliability of implemented solutions.
- Curiosity and willingness to explore platform capabilities and integration possibilities.
- Commitment to documentation, testing, and established change control practices.
- Ability to work within approved architectural designs and collaborate with process owners rather than independently owning process strategy.
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Preferred Qualifications
- Freshservice Administrator, PagerDuty, or Asana certifications.
- Experience with CMDB and asset discovery.
- Familiarity with iPaaS and middleware platforms such as Workato, Zapier, or MuleSoft.
- Exposure to enterprise Single Sign-On (SSO), SAML, SCIM provisioning, and directory integrations.
- Experience working with enterprise ITSM platforms and interconnected business applications.