ITSM Deployment Analyst

About Us:

Senior Implementation Engineer

Freshservice

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.