Freshservice Engineer

OFFICE BASED - FULL TIME - MANYATA BUSINESS PARK - BANGALORE

Role Overview

As Freshservice Engineer, you will build, automate and support the service management platform used across Digital Technology and shared services, including HR, Finance, Facilities and Legal.

You will work closely with the UK team and global colleagues to deliver efficient workflows, integrations, self-service and platform support across the business.

Key Responsibilities

Platform Configuration & Workflow Automation

• Build and maintain service catalogue items, request forms, approval workflows, automations, business rules, SLAs and workspaces.
• Automate end-to-end processes, including joiner, mover and leaver journeys.
• Improve the employee portal and knowledge base to support self-service.

Integrations & Development

• Build and maintain integrations using REST APIs, webhooks and JSON.
• Support integrations with Microsoft 365, Entra ID, Workato, Azure DevOps and other business systems.
• Use JavaScript, PowerShell or similar scripting to extend workflows and automation.

Platform Support & Continuous Improvement

• Provide third-line support, troubleshooting workflow failures, integrations, permissions and reporting issues.
• Build, test and release changes through agreed change-control processes.
• Maintain technical documentation, platform standards, reports and dashboards.
• Work with internal teams, Freshworks support and implementation partners to resolve issues.

Skills & Experience

• 3+ years hands-on experience administering and building on Freshservice, or a comparable platform such as ServiceNow, Jira Service Management or Halo. Freshservice experience is strongly preferred.
• Proven experience building service catalogues, forms, approval workflows and automations.
• Practical knowledge of REST APIs, webhooks, JSON and system integrations.
• Scripting experience with JavaScript, PowerShell or similar.
• Understanding of ITIL practices, including incident, request, change and knowledge management.
• Strong English communication skills and experience working with international stakeholders.
• Ability to support UK-based teams and global colleagues, with working hours that provide suitable overlap with the UK working day.

Desirable

• Freshservice/Freshworks certification or ITIL v4 Foundation.
• Experience with Workato, Power Automate or Logic Apps.
• Familiarity with Microsoft Entra ID, SCIM, Microsoft 365, Freshworks custom apps or Freddy AI.
• Experience supporting HR, Finance, Facilities or Legal teams on an enterprise service management platform.