Role & responsibilities We are seeking an experienced and highly motivated FreshService Admin/Developer tojoin our dynamic team. In this role, you will play a critical role in driving the evolution ofour FreshService environment, from managing change requests and developing customsolutions to overseeing rigorous testing and deployment processes. You will be a keycontributor to ensuring the stability, security, and continuous improvement of our servicedesk platform.Objectives of this Role Lead the change management process for all FreshService modifications andenhancements. Develop and implement custom solutions within the FreshService platform usingscripting, automation, and integrations. Oversee all aspects of testing and deployment activities for FreshServicechanges. Ensure the security, stability, and performance of the FreshService environment. Continuously identify and implement opportunities to improve FreshServiceprocesses and workflows.Responsibilities Change Management:Lead and manage the entire change management process forFreshService, including request evaluation, impact assessment, and riskmitigation.Develop and maintain clear change control procedures anddocumentation.Collaborate with stakeholders across the organization to gatherrequirements and prioritize changes. Development & Customization:Develop and implement custom solutions within FreshService usingscripting languages (e.g., JavaScript, Python) and APIs.Integrate FreshService with other business applications and systems.Create and maintain custom fields, workflows, and automations. Testing & Deployment:Plan and execute comprehensive testing strategies for all FreshServicechanges, including unit testing, integration testing, and user acceptancetesting.Oversee the deployment of changes to the production environment.Monitor system performance after deployments and address any issuespromptly. System Optimization:Continuously analyze system performance and identify areas forimprovement.Proactively identify and address potential security risks and vulnerabilities.Stay abreast of the latest FreshService features and best practices. Documentation & Training:Develop and maintain comprehensive documentation for all FreshServiceprocesses and procedures.Provide training and support to end-users on FreshService features andfunctionalities.WHAT YOU BRING 5+ years of experience as a FreshService Administrator or a similar role. Strong experience with scripting languages (e.g., JavaScript, Python) and APIs. Proven ability to develop and implement custom solutions within FreshService. Excellent understanding of data security principles and best practices. Demonstrated experience in managing access requests and provisioningworkflows. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills.Preferred Skills and Qualifications Experience with DevOps practices and tools. Experience with data analysis and reporting. Knowledge of cloud computing platforms (e.g., AWS, Azure). Relevant industry certifications (e.g., ITIL, Freshworks Certifications).

This opportunity is in the Saviynt Labs organization. We design, build and run the leading Enterprise Identity solutions. Our product teams innovate industry leading solutions. The engineering teams design, build and run SaaS software built on leading edge technologies. We focus on engineering excellence and we attract the best talent in our industry. Our cloud services are built on AWS, GCP and Azure with a global presence. Our customers love what we do and work with us to build the future customer experience at scale.Shift time-5:30pm- 2:30amWHAT YOU WILL BE DOINGCustomer CommunicationCommunicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.Drive Customer Satisfaction through timely & quality communication.Troubleshooting Skills Troubleshooting of customer reported incidents and system alerts.Identify, debug and troubleshoot break fix issues and take it to a resolution.Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.Respond and resolve issues within agreed service levels.Collaboration & Knowledge SharingPublish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.DomainWork closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.KPIs - Customer Satisfaction, Ticket & Resolution Quality, ProductivityWHAT YOU BRINGYears of experience: 3+ Years in implementing various IGA solutions.Strong Domain knowledge in Identity and Access Management (IAM).Hands-on experience in configuring and deploying one or more IAM tools like Saviynt, SailPoint, OIM or ISIM.Knowledge and experience in invoking REST/SOAP web services using tools such as Postman.Database: Extensive experience in database operations & SQL.Strong hands-on experience with Scripting (ex. Shell, JavaScript, Python, Groovy) Basic knowledge of operating systems such as Linux, Unix & windows.Prior experience integrating with any SSO providers.Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.Keywords: Cloud, Java, Scripting, Linux, SQL

WHAT YOU WILL BE DOINGProvide thought leadership to customers for IGA in general and Saviynt in specificProvide industry wide best solution for the customers use cases meeting functional as well as non functional requirementsProvide consulting and advisory skills, capable of addressing customer expectationsArchitect and deploy Saviynt Identity Governance solution to meet customer requirementsDesign, deploy, implement, and integrate Saviynt with critical applications and infrastructureFollow approved life cycle methodologies, create documentation for design and testingInteract/coordinate with customers as requiredProvide technical oversight and direction to mid-level and junior EngineersTrain and Groom top talent to be experts in Saviynt technology and IAM in generalAssist operations team as required, coordinate with the product engineering team to advocate for the new features in the productResolve technical issues through debugging, research, and investigation.Technical pre-sales support for direct and partner sales teamsProvide technical expertise and real-life experience in creating solutions, designs, proof of concept, and implementationConduct research and use knowledge of competitive solutions to effectively address and dispel customer objectionsEnsures delivery of high-quality product on time and within budgetWHAT YOU BRINGBachelor’s/equivalent in Engineering14+ years of industry experience in design, development, customization, configuration, deployment of any Identity Management and Governance productsThorough domain knowledge on User Lifecycle Management, Provisioning and Reconciliation, Auditing, Reporting, and user activity Monitoring, Access Certification, SOD, Cloud SecurityDirect customer interaction and management skillsStrong technical presentation and communication skills, both verbal and writtenKnowledge of Java/J2EE, SQL, Web Services (REST/SOAP), Directories, etc.Strong consulting and advisory experienceGood problem solving and analytical skillsExperience with RFP responses and proposalsCybersecurity certifications (CISSP, CISA, CISM, CompTIA Security+ and CEH etc.)Saviynt or any equivalent IGA product certification