ITSM Operations Support Jr

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