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 current 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, new 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 confi

📌 Solution Consultant (Chennai)
🏢 Partner Champion
📍 Chennai