Design and implement ITSM solutions using Freshservice, manage integrations, optimize workflows, ensure ITIL compliance, and provide technical leadership.
Company Description
👋🏼We're Nagarro.
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (17700+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in.
Job DescriptionREQUIREMENTS:
- Total Experience 10+ years
- Strong experience working with ITSM tools and service management platforms.
- Strong hands-on expertise in Freshservice administration, customization, and implementation.
- Deep understanding of ITIL v4 framework and ITSM best practices.
- Strong experience in workflow automation, orchestration, and process optimization.
- Proficiency in REST APIs, JSON, scripting, and third-party integrations.
- Hands-on experience with CMDB design, configuration management, and asset lifecycle management.
- Experience integrating Freshservice with tools such as Azure AD, Jira, monitoring platforms, and enterprise applications.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication, stakeholder management, and documentation skills.
- Ability to work in Agile and enterprise IT environments.
RESPONSIBILITIES:
- Design, develop, and implement ITSM solutions within the Freshservice platform.
- Configure and customize Incident, Problem, Change, Service Request, CMDB, and Asset Management modules.
- Build and optimize workflows, automations, approvals, SLAs, and business rules using Freshservice Automator.
- Develop and manage integrations using REST APIs, webhooks, and third-party tools.
- Implement service catalogs, self-service portals, and knowledge management solutions.
- Manage CMDB structure, CI relationships, and ensure data integrity.
- Perform platform upgrades, testing, troubleshooting, and performance tuning.
- Collaborate with Service Desk, IT Operations, and business stakeholders to improve service management processes.
- Ensure compliance with ITIL v4 standards and governance practices.
- Monitor platform performance and support operational stability.
- Provide technical leadership, mentoring, and support to junior team members.
- Maintain technical documentation, SOPs, and process workflows.
Qualifications
Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
Nagarro Gurugram, Haryana, IND Office
13, Sub. Major Laxmi Chand Rd, Maruti Udyog, Sector 18, Gurugram, Haryana, India, 122015
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