Job Requirements

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Role Summary The ITSM Integration Engineer is a specialist role responsible for implementing, integrating, and maintaining Freshworks Freshservice (ITSM) with Microsoft Azure cloud services and Device42 CMDB across enterprise environments. This role bridges IT operations, cloud infrastructure, and asset management — ensuring seamless data flows, automated workflows, and reliable configuration management. The ideal candidate brings 4–8 years of hands-on ITSM platform experience combined with Azure integration capability and strong ITIL process knowledge.

Key Skills at a Glance

Core Technical Skills

- Freshworks Freshservice Administration — Incident, Problem, Change, Release, and Service Request module configuration
- Freshservice API Integration — REST API, JSON, webhooks, and Freshworks Marketplace app management
- Freshworks Developer Platform (FDK) — custom app development and scripting for Freshservice
- Freshservice Orchestration Center — automated workflow design and business rule implementation
- Device42 CMDB — CI discovery, bi-directional sync, API integration, and dependency mapping
- CMDB Governance — data quality standards, CI lifecycle management, and audit processes
- Azure Active Directory Integration — SSO, SCIM provisioning, and identity sync with Freshservice
- Azure Monitor Integration — alerts-to-incidents pipeline for automated ITSM ticket creation
- Azure DevOps Integration — change management pipeline linking DevOps releases to ITSM change records
- Azure Logic Apps and Azure Functions — middleware integration layer for enterprise system connectivity
- REST API Design — OAuth, webhook configuration, API testing with Postman/Swagger
- Scripting — Python, PowerShell, and Bash for automation and integration scripting
- ITIL v3/v4 Process Knowledge — Incident, Problem, Change, CMDB, and Service Request management

Tools & Platforms

- Freshworks Freshservice and Freshworks Developer Kit (FDK)
- Device42 CMDB — asset discovery, dependency mapping, and lifecycle management
- Microsoft Azure — Azure AD, Azure Monitor, Azure DevOps, Logic Apps, Functions, Automation
- Azure Logic Apps and Power Automate — workflow automation and integration orchestration
- Postman and Swagger — REST API development, testing, and documentation
- Git and Azure DevOps — source control and CI/CD pipeline integration for change management
- Freshservice Analytics — ITSM KPI dashboards and SLA performance reporting

Domain Knowledge

- IT Service Management (ITSM) — end-to-end service lifecycle management aligned to ITIL principles
- Configuration Management Database (CMDB) — CI governance, data quality, and asset lifecycle
- IT Operations Management (ITOM) — auto-discovery of Azure assets and CMDB propagation
- Continuous Service Improvement (CSI) — ITIL process review participation and improvement initiatives
- Enterprise system integration — connecting ITSM, CMDB, cloud monitoring,



and DevOps toolchains

Required Skills — At a Glance The following skills are non-negotiable and will be assessed during screening:

Freshworks ITSM (Must-Have)

- Freshservice Administration: Hands-on configuration of Freshservice modules — Incident, Problem, Change, Release, and Service Request Management — including SLA policies, approval workflows, and escalation rules.
- Freshservice API and Webhooks: Building REST API integrations using Freshservice APIs, configuring inbound and outbound webhooks, and managing OAuth authentication for third-party system connectivity.
- Freshservice Orchestration Center: Designing and implementing automated workflows — including trigger-based automation, multi-step orchestration, and condition-based routing for ITSM processes.
- Freshworks Developer Platform (FDK): Developing custom Freshservice apps, writing FDK scripts, and deploying marketplace-compatible integrations to extend native Freshservice functionality.
- Freshservice Analytics: Building custom dashboards and reports to track ITSM KPIs — ticket volumes, SLA compliance, MTTR, and change success rates — for operational and management audiences.

Device42 CMDB (Must-Have)

- CMDB Implementation and Sync: Implementing and maintaining bi-directional data synchronisation between Device42 CMDB and Freshservice Asset Management — including field mapping, conflict resolution, and sync scheduling.
- CI Relationship Mapping: Governing Configuration Item (CI) relationships and dependency chains across Device42 and Freshservice CMDB to support accurate impact analysis during incidents and changes.
- CMDB Automation: Automating CI discovery, reconciliation, and lifecycle updates using Device42 APIs, scripting, and scheduled sync jobs — reducing manual CMDB maintenance overhead.
- CMDB Data Quality Governance: Defining and enforcing data quality standards, duplicate detection rules, and audit processes to maintain CMDB accuracy and completeness over time.

Azure Cloud Integration (Must-Have)

- Azure AD SSO and SCIM: Configuring Azure Active Directory integration with Freshservice for Single Sign-On and automated user provisioning/deprovisioning via SCIM protocol.
- Azure Monitor to ITSM Pipeline: Building alert-to-incident automation — connecting Azure Monitor alert rules to Freshservice ticket creation via Logic Apps, webhooks, or native ITSM connectors.
- Azure Logic Apps and Functions: Designing middleware integration layers using Azure Logic Apps or Azure Functions to connect Freshservice with enterprise systems — including CMDB sync,



change approvals, and notification routing.
- Azure DevOps Change Integration: Linking Azure DevOps release pipelines to Freshservice change management workflows — enabling automated change record creation, approval gating, and post-deployment updates.

Scripting & Qualifications (Must-Have)

- Python / PowerShell / Bash: Writing automation scripts for API interactions, data transformation, scheduled sync jobs, and operational tasks across ITSM, CMDB, and Azure platforms.
- REST API Design and Testing: Proficiency in designing and testing REST API integrations — including OAuth flows, JSON payload handling, error management, and API documentation using Postman or Swagger.
- Experience: 4–8 years in ITSM engineering or IT operations roles, with hands-on Freshservice and Azure integration delivery experience.
- Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related engineering discipline.
- ITIL Knowledge: Practical understanding of ITIL v3 or v4 processes — particularly Incident, Problem, Change Management, and CMDB — applied in real enterprise ITSM environments.

Good to Have The following will differentiate strong candidates and support project delivery:

- ServiceNow or BMC Remedy experience — broadens ITSM platform versatility for clients who use multiple or alternative ITSM tools alongside Freshservice.
- Microsoft Sentinel or Azure Security Center integration — enabling security alert-to-incident pipelines that bridge SOC tooling with ITSM workflows for automated incident creation.
- Network discovery tool knowledge (Nmap, SNMP) — used alongside Device42 for enhanced asset discovery in hybrid and on-premises environments.
- Terraform or ARM/Bicep templates exposure — aligning infrastructure provisioning workflows with CMDB governance and enabling IaC-driven CI record creation.
- Freshworks Certified Administrator certification — demonstrates validated platform knowledge and is preferred by enterprise clients running Freshservice at scale.
- ITIL v4 Foundation or higher certification — validates structured ITSM process knowledge and supports credibility in process design and CSI discussions.
- Power Automate familiarity — practical for low-code integration scenarios within Microsoft 365 environments where Logic Apps are not the preferred tooling.
- Experience working in regulated industry environments (Healthcare, FinTech) where ITSM audit trails, change advisory board (CAB) processes, and CMDB accuracy are compliance-critical.

Candidates who bring deep Freshservice platform expertise combined with strong Azure integration skills and CMDB governance experience — and who can automate and scale ITSM workflows across complex enterprise environments — will be best positioned for this role. Xoriant values engineers who treat ITSM integration as a critical operational backbone, not just a ticketing system.

📌 ITSM Integration Engineer (Hyderabad)
🏢 Xoriant
📍 Hyderabad