Job Overview

We are looking for an experienced Senior Freshservice Consultant with 7+ years of experience in ITSM, service management, and enterprise Saa S consulting. The ideal candidate will have strong hands-on experience in implementing, configuring, and optimizing Freshservice solutions and independently managing client engagements.

Key Responsibilities

Lead end-to-end Freshservice implementation and consulting projects.

Conduct discovery sessions and gather business and technical requirements.

Configure and optimize ITSM processes, including Incident, Service Request, Problem, Change, and Asset Management.

Design and configure Service Catalogs, Service Portals, workflows, approval processes, SLAs, and automations.

Configure CMDB, asset management, discovery, and asset lifecycle processes.

Develop integrations using APIs, webhooks, and third-party platforms.

Conduct client workshops, demonstrations, UAT, training, and go-live activities.

Provide Freshservice and ITSM best-practice recommendations.

Troubleshoot complex configuration, workflow, and integration issues.

Prepare functional and technical documentation.

Mentor junior consultants and provide technical leadership where required.

Required Skills & Experience

7+ years of overall experience in ITSM, IT Service Management, Saa S consulting, or related areas.

Strong hands-on experience with Freshservice implementation, configuration,



and administration.

Experience with

Freshservice ITSM modules

Service Catalog and Service Portal

Workflow Automator

SLA and escalation management

Asset Management and CMDB

Discovery and asset lifecycle management

Analytics and Reporting

Solid understanding of ITIL processes and ITSM best practices.

Experience with REST APIs, webhooks, and third-party integrations.

Ability to translate complex business requirements into scalable Freshservice solutions.

Excellent client-facing, communication, and stakeholder management skills.

Proven ability to independently manage projects from discovery through implementation and go-live.

Preferred Qualifications

Freshworks or Freshservice certifications.

ITIL Foundation or higher certification.

Experience with Freshservice Enterprise capabilities.

Experience integrating Freshservice with Microsoft 365, Azure AD, Jira, Service Now, or other enterprise platforms.

Knowledge of automation and integration tools such as Power Automate, n8n, or similar platforms.

What We’re Looking For

We are looking for a senior consultant with 7+ years of experience who can independently lead Freshservice projects, engage directly with clients, provide strategic recommendations, and deliver successful ITSM implementations from requirement gathering to go-live.

📌 Senior Freshservice Consultant (Mumbai)
🏢 DataLunix
📍 Mumbai