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