Senior Implementation Engineer

1 month ago

Chennai, India Hectae Analytics and Software Solutions Full time

Position Overview: As a Freshservice Implementation Engineer , you will be responsible for the successful planning, execution, and management of Freshservice platform implementations for our clients. You will work closely with clients, project managers, and technical teams to understand requirements, configure the Freshservice platform, and ensure a seamless transition to the new system. Your technical expertise, problem-solving skills, and strong communication abilities will be essential in delivering high-quality solutions that meet client needs.


Key Responsibilities:


  1. Requirement Analysis: Collaborate with clients and project stakeholders to gather detailed requirements, understanding their business processes and IT service management needs.
  2. Solution Design: Translate client requirements into tailored solutions within the Freshservice platform, considering best practices, system limitations, and scalability.
  3. Configuration: Configure Freshservice modules, workflows, automation rules, ticketing structures, service catalogs, user access controls, and other system components to meet client needs.
  4. Data Migration: Manage data migration processes, ensuring smooth and accurate transfer of data from legacy systems to Freshservice.
  5. Integration: Integrate Freshservice with other systems, tools, and APIs as needed to ensure seamless data flow and process automation.
  6. Customization: Develop and implement custom scripts, applications, and extensions to enhance the functionality of Freshservice based on specific client requirements.
  7. Testing and Quality Assurance: Conduct thorough testing of configurations, customizations, and integrations to identify and rectify any issues before deployment.
  8. Training and Documentation: Provide training sessions for end-users, administrators, and support teams to ensure proper utilization of Freshservice features. Create comprehensive documentation for processes, configurations, and customizations.
  9. Project Management: Collaborate with project managers to create implementation timelines, track project progress, communicate with stakeholders, and manage potential risks.
  10. Technical Support: Offer post-implementation technical support and troubleshooting assistance to address any issues that may arise after deployment.
  11. Continuous Improvement: Stay updated with Freshservice platform updates, industry trends, and best practices to suggest improvements and optimizations for existing implementations.


Qualifications and Skills:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Proven experience in implementing and configuring Freshservice or similar IT service management platforms.
  • Strong understanding of IT service management concepts, ITIL framework, and industry best practices.
  • Proficiency in scripting languages such as JavaScript, Python, or PowerShell.
  • Familiarity with APIs and integration techniques to connect Freshservice with other systems.
  • Excellent problem-solving skills and attention to detail.
  • Effective communication skills to interact with clients, project teams, and stakeholders.
  • Project management skills and the ability to manage multiple implementations simultaneously.
  • Certifications in Freshservice, ITIL, or related fields are a plus.


Join our team as a Freshservice Implementation Engineer and play a vital role in delivering efficient, customized, and user-friendly IT service management solutions to our clients. Your expertise will contribute to our clients' success and satisfaction, enhancing their overall IT service delivery.

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