We are looking for a Freshservice Solution Expert to lead implementation and onboarding projects for our clients deploying Freshservice as their ITSM platform. This is a hands-on, client-facing role for someone who has actually configured, deployed, and supported Freshservice environments, not general ITSM theory, but real platform expertise.

Success in this role looks like: clients going live on time with workflows that actually match how their teams work, minimal post-go-live rework, and a smooth handoff from implementation to steady-state support. You will be the technical anchor between what the client needs and what Freshservice can deliver.

This role sits at the center of our delivery organization - working closely with sales during scoping, and independently owning the technical build once a deal closes.

Responsibilities

-Lead end-to-end implementation of Freshservice for new client onboarding, from requirements gathering through go-live

-Configure Freshservice modules (Incident, Problem, Change, Release, Asset Management, Service Catalog) to match client-specific workflows

-Translate client business requirements into scalable ITSM processes and system configurations

-Set up automations, SLAs, business rules, and approval workflows within Freshservice

-Manage data migration from legacy ITSM tools into Freshservice, ensuring data integrity

-Conduct admin and end-user training sessions to drive platform adoption





-Troubleshoot configuration issues and provide post-implementation support during the stabilization period

-Document configurations, workflows, and standard operating procedures for each client deployment

-Stay current on Freshservice product updates, recent features, and ITSM best practices

Qualifications

- 2+ years of hands-on experience implementing or administering ITSM tools
- Strong working knowledge of ITSM/ITIL processes: Incident, Problem, Change, and Asset Management
- Freshservice certification preferred (or willingness to obtain)
- Experience configuring workflow automators, SLAs, and business rules within Freshservice
- Familiarity with API-based integrations and third-party tool connections within Freshservice
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders
- Strong project management skills - able to manage multiple client onboardings simultaneously
- ITIL Foundation certification is a plus, but not mandatory (we are happy to sponsor for the right candidate)
- Prior experience in a reseller, MSP, or systems integrator environment is a plus

If you have lived inside Freshservice - configured it, broken it, fixed it, and rolled it out to real users, we want to hear from you. Please do not apply if you have no ITSM experience. Hands-on Freshservice experience is what we are looking for.

📌 Solution Consultant (Chennai)
🏢 Partner Champion
📍 Chennai