Freshworks - Software Engineer

Role Overview

We are seeking a driven and detail-oriented software Engineer to join our team who is proficient in ITSM. You will play a critical role in implementing, customizing, and optimizing the Freshworks ITSM platform, ensuring it aligns with global ITSM best practices (e.g., ITIL). You’ll be responsible for improving service workflows, automating tasks, and enabling a seamless experience for both IT teams and end users.

Key Responsibilities

• Configure and manage Freshworks ITSM modules (incident, change, problem, asset, etc.)
• Customize custom forms, workflows, automation rules, SLAs, reports, and dashboards
• Collaborate with IT teams to gather requirements and translate them into platform solutions
• Train and support end-users and internal teams on best practices
• Maintain documentation for configurations, procedures, and knowledge base articles
• Stay current with ITSM trends, ITIL updates, and Freshworks product enhancements

Requirements

• 2–5 years of hands-on experience with Freshservice / Freshworks ITSM platform
• Strong understanding of ITSM frameworks and standards (e.g., ITIL v3 or v4)
• Experience with workflow automation, service catalog design, and CMDB management
• Ability to create insightful reports and KPIs for service performance tracking
• Excellent communication and problem-solving skills
• ITIL certification (preferred but not mandatory)