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What we are looking for

Role: Freshworks ITSM Developer (FreshService ( ITSM tool )

Experience Range: 3 to 8 Years

Location: Pan India

Must Have:

- We are seeking a skilled Freshworks ITSM Developer to design, develop, customize, and maintain IT Service Management (ITSM) solutions within the Freshservice platform. The ideal candidate will have hands-on experience in workflow automation, service catalog development, integrations, scripting, and ITSM best practices to support enterprise service management initiatives.
- Key Responsibilities
- Configure and customize the Freshservice ITSM platform to meet business requirements.
- Develop and maintain service catalogs, request forms, workflows, automations, and business rules.
- Build and support incident, problem, change, release, and asset management processes.
- Develop custom applications, scripts, and integrations using Freshservice APIs and third-party tools.
- Automate IT and business processes using Orchestration Center and workflow automation capabilities.
- Integrate Freshservice with enterprise systems such as Active Directory, Azure AD, HRMS, Monitoring Tools, and Collaboration Platforms.
- Create dashboards, reports, and KPIs to improve operational visibility.
- Troubleshoot platform issues and provide technical support to administrators and end users.
- Participate in requirement gathering, solution design, testing, deployment,



and continuous improvement activities.
- Ensure adherence to ITIL best practices and organizational governance standards.
- Required Technical Skills
- Hands-on experience with Freshservice/Freshworks platform administration and development.
- Strong knowledge of ITIL processes (Incident, Problem, Change, Service Request, Asset Management).
- Experience with Workflow Automator, Orchestration Center, Service Catalogs, and CMDB.

Good to Have:

- JavaScript
- REST APIs
- JSON
- Webhooks
- SQL (basic to intermediate)
- Experience integrating Freshservice with:
- Active Directory / Azure AD
- Microsoft 365
- Monitoring and Endpoint Management tools
- HR and business applications
- Knowledge of SSO, OAuth, and authentication mechanisms.
- Preferred Skills
- Freshservice Administrator or Freshworks certifications.
- Experience in IT Operations, Service Desk, or Infrastructure Management environments.
- Familiarity with PowerShell, Python, or automation scripting.
- Exposure to cloud platforms such as Azure or AWS.
- Knowledge of IT Asset Management (ITAM) and Configuration Management (CMDB).
- Educational Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.




- ITIL Foundation Certification preferred.
- Key Competencies
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to work independently and in cross-functional teams.
- Process improvement and automation mindset.

Essential:

- JavaScript
- REST APIs
- JSON
- Webhooks
- SQL (basic to intermediate)
- Experience integrating Freshservice with:
- Active Directory / Azure AD
- Microsoft 365
- Monitoring and Endpoint Management tools
- HR and business applications
- Knowledge of SSO, OAuth, and authentication mechanisms.
- Preferred Skills
- Freshservice Administrator or Freshworks certifications.
- Experience in IT Operations, Service Desk, or Infrastructure Management environments.
- Familiarity with PowerShell, Python, or automation scripting.
- Exposure to cloud platforms such as Azure or AWS.
- Knowledge of IT Asset Management (ITAM) and Configuration Management (CMDB).
- Educational Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- ITIL Foundation Certification preferred.
- Key Competencies
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to work independently and in cross-functional teams.
- Process improvement and automation mindset.

Minimum Qualification:

- 15 years of full time education
- Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)

📌 Freshworks ITSM Developer (FreshService ( ITSM tool ) (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru