We are looking for a Freshservice L1 - Product SME to be deployed at a client location in Gurgaon. The role involves providing first-level product support, configuration assistance, user guidance, and operational support for Freshservice ITSM implementation. The ideal candidate should have a functional understanding of Freshservice modules and the ability to interact confidently with business users and IT teams.

Key Responsibilities
Provide L1 support for Freshservice modules (Incident, Service Request, Problem, Change, Asset)
Handle user queries related to ticketing workflows, SLAs, automations, and approvals
Assist users in raising tickets, understanding workflows, and navigating the system
Monitor ticket queues and ensure adherence to SLAs
Create and manage categories, sub-categories, groups, roles, and basic workflow automations
Support form updates, field modifications, user onboarding, and role assignment
Escalate complex technical/configuration issues to L2/L3 teams
Coordinate with client stakeholders for requirement clarification
Generate standard reports and dashboards in Freshservice
Track SLA compliance and ticket trends




Maintain documentation of configurations and changes
Support UAT coordination and assist in process improvement discussions

Requirements
Basic to intermediate knowledge of Freshservice (or Freshdesk ITSM)
Understanding of ITIL concepts (Incident, Problem, Change, SLA)
Familiarity with workflow automations, ticket lifecycle, asset module, and approval processes
Valuable Excel knowledge for reporting
Positive communication skills (verbal written)
Ability to work from a client office in Gurgaon
Skilled stakeholder handling
ITIL Foundation certification preferred
Experience working in client-facing or onsite deployment roles preferred

Key Skills

Freshservice ITIL ITSM SLA Management Workflow Automation Reporting

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Freshserviceproduct Sme Gurugram
🏢 August Innovate
📍 Gurugram