Senior Freshservice Consultant

Job Overview

We are looking for an experienced Senior Freshservice Consultant with 7+ years of experience in ITSM, service management, and enterprise SaaS consulting. The ideal candidate will have strong hands-on experience in implementing, configuring, and optimizing Freshservice solutions and independently managing client engagements.

Key Responsibilities

• Lead end-to-end Freshservice implementation and consulting projects.
• Conduct discovery sessions and gather business and technical requirements.
• Configure and optimize ITSM processes, including Incident, Service Request, Problem, Change, and Asset Management.
• Design and configure Service Catalogs, Service Portals, workflows, approval processes, SLAs, and automations.
• Configure CMDB, asset management, discovery, and asset lifecycle processes.
• Develop integrations using APIs, webhooks, and third-party platforms.
• Conduct client workshops, demonstrations, UAT, training, and go-live activities.
• Provide Freshservice and ITSM best-practice recommendations.
• Troubleshoot complex configuration, workflow, and integration issues.
• Prepare functional and technical documentation.
• Mentor junior consultants and provide technical leadership where required.

Required Skills & Experience

• 7+ years of overall experience in ITSM, IT Service Management, SaaS consulting, or related areas.
• Strong hands-on experience with Freshservice implementation, configuration, and administration.
• Experience with:
• Freshservice ITSM modules
• Service Catalog and Service Portal
• Workflow Automator
• SLA and escalation management
• Asset Management and CMDB
• Discovery and asset lifecycle management
• Analytics and Reporting
• Strong understanding of ITIL processes and ITSM best practices.
• Experience with REST APIs, webhooks, and third-party integrations.
• Ability to translate complex business requirements into scalable Freshservice solutions.
• Excellent client-facing, communication, and stakeholder management skills.
• Proven ability to independently manage projects from discovery through implementation and go-live.

Preferred Qualifications

• Freshworks or Freshservice certifications.
• ITIL Foundation or higher certification.
• Experience with Freshservice Enterprise capabilities.
• Experience integrating Freshservice with Microsoft 365, Azure AD, Jira, ServiceNow, or other enterprise platforms.
• Knowledge of automation and integration tools such as Power Automate, n8n, or similar platforms.

What We're Looking For

We are looking for a senior consultant with 7+ years of experience who can independently lead Freshservice projects, engage directly with clients, provide strategic recommendations, and deliver successful ITSM implementations from requirement gathering to go-live.