Associate Principal Engineer, ITIL ITSM tools (Freshservice) at Nagarro1

REQUIREMENTS: • Total Experience 10+ years • Strong experience working with ITSM tools and service management platforms. • Strong hands-on expertise in Freshservice administration, customization, and implementation. • Deep understanding of ITIL v4 framework and ITSM best practices. • Strong experience in workflow automation, orchestration, and process optimization. • Proficiency in REST APIs, JSON, scripting, and third-party integrations. • Hands-on experience with CMDB design, configuration management, and asset lifecycle management. • Experience integrating Freshservice with tools such as Azure AD, Jira, monitoring platforms, and enterprise applications. • Strong analytical, troubleshooting, and problem-solving skills. • Excellent communication, stakeholder management, and documentation skills. • Ability to work in Agile and enterprise IT environments.RESPONSIBILITIES: • Design, develop, and implement ITSM solutions within the Freshservice platform. • Configure and customize Incident, Problem, Change, Service Request, CMDB, and Asset Management modules. • Build and optimize workflows, automations, approvals, SLAs, and business rules using Freshservice Automator. • Develop and manage integrations using REST APIs, webhooks, and third-party tools. • Implement service catalogs, self-service portals, and knowledge management solutions. • Manage CMDB structure, CI relationships, and ensure data integrity. • Perform platform upgrades, testing, troubleshooting, and performance tuning. • Collaborate with Service Desk, IT Operations, and business stakeholders to improve service management processes. • Ensure compliance with ITIL v4 standards and governance practices. • Monitor platform performance and support operational stability. • Provide technical leadership, mentoring, and support to junior team members. • Maintain technical documentation, SOPs, and process workflows.