ITSM Operations Support

For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience) , the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement. Senior ITSM / ServiceNow / Freshworks Engineer Experience: 5-8 Years Location: Pune / India Employment Type: Full-Time Role Summary We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance . The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives. Key Responsibilities ITSM Platform Administration Administer and manage ServiceNow and/or Freshservice platforms. Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules. Design and implement workflows, business rules, forms, SLAs, and approval processes. Manage system upgrades, patches, integrations, and release deployments. Maintain platform security, user roles, groups, and access controls. ITIL Process Management Drive Incident, Problem, Change, Service Request, and Knowledge Management processes. Ensure adherence to ITIL best practices and service governance standards. Conduct process audits and identify improvement opportunities. Support CAB meetings and change governance activities. Monitor and improve SLA/OLA compliance. Service Catalog & Automation Build and maintain service catalogs and request fulfillment workflows. Automate repetitive service management processes. Develop self-service capabilities and user-friendly portals. Integrate ITSM tools with monitoring, asset, and collaboration platforms. CMDB & Asset Management Manage CMDB health, accuracy, relationships, and governance. Support IT Asset Lifecycle Management processes. Ensure data integrity and compliance through regular audits. Work with infrastructure, cloud, and application teams to enrich configuration data. Reporting & Analytics Develop operational dashboards and executive reports. Track KPIs such as SLA, MTTR, Change Success Rate, First Call Resolution, and Service Availability. Present service performance metrics to leadership and stakeholders. Drive continual service improvement initiatives. Stakeholder Management Partner with Service Delivery Managers, Infrastructure Teams, Security Teams, and Business Stakeholders. Conduct requirements gathering sessions and solution workshops. Support service transition and transformation initiatives. Provide technical guidance and platform best practices. Required Skills ITSM Platforms ServiceNow Administration Freshservice / Freshworks Administration Service Catalog Management CMDB Management Asset Management Knowledge Management ITIL Processes Incident Management Problem Management Change Management Request Fulfillment Service Level Management Continual Service Improvement (CSI) Technical Skills ServiceNow Flow Designer Workflow Automation REST/SOAP API Integrations PowerShell / Python Scripting Active Directory Integration Azure AD / Entra ID Integration Reporting & Dashboard Development Monitoring & Collaboration Tools Azure Monitor Dynatrace Splunk SolarWinds Jira Microsoft Teams Preferred Qualifications ITIL V4 Foundation / Managing Professional ServiceNow Certified System Administrator (CSA) ServiceNow CAD (preferred) Freshservice Administrator Certification Agile/Scrum Certification (Good to Have) Desired Candidate Profile 5-8 years of ITSM platform administration and service management experience. Hands-on experience with ServiceNow and/or Freshworks implementation. Strong understanding of ITIL processes and governance. Experience managing enterprise-scale service management environments. Excellent communication and stakeholder management skills. Ability to work independently and lead platform enhancement initiatives. Key Performance Indicators (KPIs) SLA Compliance > 95% Incident Resolution Efficiency Change Success Rate CMDB Data Accuracy Service Request Fulfillment Time User Satisfaction (CSAT) Automation Adoption Rate Platform Availability Suitable Titles Senior ITSM Engineer ServiceNow Administrator / Engineer ITSM Platform Engineer IT Service Management Specialist Freshservice Senior Engineer ServiceNow & ITIL Consultant ITSM Automation Engineer For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience) , the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement. Senior ITSM / ServiceNow / Freshworks Engineer Experience: 5-8 Years Location: Pune / India Employment Type: Full-Time Role Summary We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance . The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives. Key Responsibilities ITSM Platform Administration Administer and manage ServiceNow and/or Freshservice platforms. Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules. Design and implement workflows, business rules, forms, SLAs, and approval processes. Manage system upgrades, patches, integrations, and release deployments. Maintain platform security, user roles, groups, and access controls. ITIL Process Management Drive Incident, Problem, Change, Service Request, and Knowledge Management processes. Ensure adherence to ITIL best practices and service governance standards. Conduct process audits and identify improvement opportunities. Support CAB meetings and change governance activities. Monitor and improve SLA/OLA compliance. Service Catalog & Automation Build and maintain service catalogs and request fulfillment workflows. Automate repetitive service management processes. Develop self-service capabilities and user-friendly portals. Integrate ITSM tools with monitoring, asset, and collaboration platforms. CMDB & Asset Management Manage CMDB health, accuracy, relationships, and governance. Support IT Asset Lifecycle Management processes. Ensure data integrity and compliance through regular audits. Work with infrastructure, cloud, and application teams to enrich configuration data. Reporting & Analytics Develop operational dashboards and executive reports. Track KPIs such as SLA, MTTR, Change Success Rate, First Call Resolution, and Service Availability. Present service performance metrics to leadership and stakeholders. Drive continual service improvement initiatives. Stakeholder Management Partner with Service Delivery Managers, Infrastructure Teams, Security Teams, and Business Stakeholders. Conduct requirements gathering sessions and solution workshops. Support service transition and transformation initiatives. Provide technical guidance and platform best practices. Required Skills ITSM Platforms ServiceNow Administration Freshservice / Freshworks Administration Service Catalog Management CMDB Management Asset Management Knowledge Management ITIL Processes Incident Management Problem Management Change Management Request Fulfillment Service Level Management Continual Service Improvement (CSI) Technical Skills ServiceNow Flow Designer Workflow Automation REST/SOAP API Integrations PowerShell / Python Scripting Active Directory Integration Azure AD / Entra ID Integration Reporting & Dashboard Development Monitoring & Collaboration Tools Azure Monitor Dynatrace Splunk SolarWinds Jira Microsoft Teams Preferred Qualifications ITIL V4 Foundation / Managing Professional ServiceNow Certified System Administrator (CSA) ServiceNow CAD (preferred) Freshservice Administrator Certification Agile/Scrum Certification (Good to Have) Desired Candidate Profile 5-8 years of ITSM platform administration and service management experience. Hands-on experience with ServiceNow and/or Freshworks implementation. Strong understanding of ITIL processes and governance. Experience managing enterprise-scale service management environments. Excellent communication and stakeholder management skills. Ability to work independently and lead platform enhancement initiatives. Key Performance Indicators (KPIs) SLA Compliance > 95% Incident Resolution Efficiency Change Success Rate CMDB Data Accuracy Service Request Fulfillment Time User Satisfaction (CSAT) Automation Adoption Rate Platform Availability Suitable Titles Senior ITSM Engineer ServiceNow Administrator / Engineer ITSM Platform Engineer IT Service Management Specialist Freshservice Senior Engineer ServiceNow & ITIL Consultant ITSM Automation Engineer