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)

Work arrangement
No