Key Responsibilities:

- Lead solution design, configuration, and implementation of ITSM tool Freshworks

- Collaborate with clients to capture business requirements and translate them into scalable ITSM solutions.

- Provide technical leadership to solution engineers, ensuring adherence to best practices and delivery excellence.

- Drive integration of ITSM solutions with CRM, ERP, and cloud platforms.

- Conduct client workshops, demos, and training sessions to ensure adoption and value realization.

- Oversee documentation of solution designs, configurations, and deployment processes.

- Partner with project managers and architects to align solutions with overall delivery strategy.

- Mentor and coach junior engineers, fostering a culture of innovation and continuous improvement.

Qualifications:

- Bachelors/Master’s degree in Computer Science, Engineering, or related field





- 4–6 years of experience in ITSM solution engineering, with at least 3 years in a leadership role

- Robust expertise in Freshworks ITSM (Freshservice, Freshdesk) or familiarity with other ITSM platforms (ServiceNow, Jira Service Management, BMC Remedy)

- Solid understanding of ITIL processes and frameworks

- Experience with API integrations, middleware, and enterprise connectors

- Excellent communication, stakeholder management, and leadership skills

- Should be willing to travel short term both India and International

Preferred Skills:

- ITIL certification or Freshworks product certifications

- Experience with cloud platforms (AWS, Azure, GCP)

- Ability to work across global time zones : 3 PM – 12 PM IST

📌 Service now -Freshworks (Chennai)
🏢 Mahvenx It Solutions Pvt.ltd
📍 Chennai