Senior Implementation Engineer – ITSM

2 weeks ago

New Delhi, India Hectae Analytics and Software Solutions Full time

About UsWe are seeking a driven and technically skilled Senior Implementation Engineer with hands-on experience in Freshservice or similar ITSM platforms. This is a high-impact role for someone eager to lead solution delivery, streamline service management processes, and make a tangible difference in enterprise IT transformations.You will lead end-to-end Freshservice implementation projects—from planning and configuration to go-live and transition to support. This role demands both technical depth and client-facing excellence, ensuring successful onboarding and long-term adoption of the platform.Key Responsibilities- Lead Freshservice implementation projects across multiple clients, managing all phases from discovery to post-deployment hypercare. - Work closely with clients to understand business goals, ITSM needs, and translate them into scalable Freshservice configurations. - Configure modules including Incident, Problem, Change, Service Request, CMDB, Asset Management, and Automation rules. - Customize workflows, SLA policies, email templates, portal branding, roles/permissions, and approval chains based on customer requirements. - Integrate Freshservice with tools like Active Directory, Microsoft 365, Slack, Azure, and 3rd-party platforms via REST APIs and Webhooks. - Perform data migration including import of request history, assets, and users; validate data accuracy and integrity post-migration. - Lead requirement-gathering workshops, conduct BRD walkthroughs, and prepare functional and technical documentation. - Provide admin and agent-level training to end users and IT teams, ensuring successful handoff and platform adoption. - Act as a trusted advisor on ITIL-aligned service delivery practices using Freshservice capabilities. - Troubleshoot implementation and integration issues, coordinate with Freshworks support as needed, and resolve blockers. - Optimize implementation playbooks and checklists for repeatable and scalable delivery across clients. - Stay up to date with product changes, enhancements, and best practices from the Freshservice ecosystem.Required Skills & Qualifications- 3+ years of experience implementing Freshservice or similar ITSM tools - Strong understanding of ITIL processes such as Incident, Change, and Problem Management. - Proven experience in configuring Freshservice modules, automation, workflows, and service catalogs. - Working knowledge of APIs, webhooks, and middleware platforms for integrations. - Experience with data import, export, and transformation using CSV, Excel, and scripts. - Knowledge of SSO, LDAP/AD, and user provisioning via SCIM or Freshservice Directory Sync. - Familiarity with scripting and automation (PowerShell, Python, or similar) is a plus. - Ability to conduct training and build end-user documentation. - Excellent project management skills and familiarity with tools like JIRA, Confluence, or Smartsheet. - Strong verbal and written communication, client engagement, and stakeholder management skills.

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