ITSM Administrator/Developer

Experience integrating Freshservice with Active Directory / Azure (Entra ID) orchestration via the Freshservice App + PowerShell , Workday Connector (RaaS-based and event-based onboarding/offboarding journeys) , UiPath RPA , SAP, MS Exchange, SharePoint Search Connector, and BlueCoat .

Familiarity with REST APIs, OAuth 2.0 / API-key / Basic auth, webhooks, and custom HTTP-based flows; awareness of Copilot Studio and the Freshservice MCP Server for advanced/AI-driven scenarios.

Understanding of AI service agent integration (Aisera) for ticket create/update/close, KB ingestion, and Freddy AI capabilities.

Analytics, dashboards, KPIs, SLA compliance reporting, and audit-readiness.

Comfort operating within a sandbox-first approach — testing new configurations and major updates before syncing to production.

Configure and maintain workspaces (branding, business hours, SLAs/OLAs, service catalogs, custom fields, forms, and templates) tailored to departmental needs.

Manage agents, groups, roles, and RBAC; configure the Change Advisory Board (CAB) for change processes.

Administer all Freshservice modules and monitor platform health, troubleshooting performance and proactively addressing risks.

Review Freshworks biannual/product release notes, test updates in sandbox, re-activate/republish affected configurations, and communicate changes to agents and end users.

Design, build, and test automations in the DEV environment following the naming convention (Module – Trigger – Action), testing every condition branch and failure scenario before submission.

Complete pre-work documentation and DEV-to-PROD promotion checklists; submit via Freshservice change requests with test evidence for central-team review.

Own and maintain automations post-production across their full lifecycle.

Build and support integrations for onboarding/offboarding (Workday → Freshservice Journeys), user/AD group provisioning, mailbox/distribution-group management, RPA-driven ticket automation, and CMDB sync with Device42.

Coordinate with IAM, IT Security, Infrastructure, HRIS, and vendor teams (Freshworks, Infosys, Aisera) to configure and validate integrations securely.

Build meaningful dashboards, KPIs, and SLA/analytics reports; drive process standardization, adoption, and automation opportunities.

Configure Announcements for centralized service communication.

4–7+ years in IT Service Management, with 2+ years hands-on Freshservice administration and/or development (Enterprise plan preferred). Prior ServiceNow experience is a strong plus given the migration context.

Demonstrable experience configuring ITIL-aligned processes: Incident, Problem, Change, Release, Request Fulfillment, Knowledge, and Configuration/Asset Management.

Proven track record building automations in Workflow Automator (including approvals, multi-step workflows, and external integrations).

Scripting/integration experience — PowerShell for AD/Entra orchestration and REST API / OAuth-based integrations (Workday, UiPath, SAP, Exchange, SharePoint).

Working knowledge of CMDB/ITAM concepts and tools such as Device42 .

ITIL v4 Foundation certification; Freshservice/Freshworks Academy certifications (Fundamentals, Workflow Automator – Getting Started & Advanced Logic, SR & Catalogue Management, Reporting & Audit Logs).

Exposure to AI/GenAI service agents (Aisera, Freddy AI, Copilot Studio, MCP Server) and RAG-based knowledge retrieval.

Experience operating within a federated/governed automation model with DEV/PROD separation, change-controlled promotions, and central review tiers.

Strong documentation, stakeholder management, and cross-functional collaboration skills in a global, multi-vendor environment.