Contract Freshservice IT Tools Developer / Administrator role

Freshservice IT Tools Developer / Administrator

Position Summary

We are seeking a Freshservice IT Tools Developer / Administrator to administer, configure, enhance, and support the Freshservice IT Service Management (ITSM) platform. The role will be responsible for translating business and IT service-management requirements into scalable workflows, automations, integrations, reporting, and self-service capabilities.

The ideal candidate combines strong Freshservice administration and development skills with practical knowledge of ITIL/ITSM processes, APIs, integrations, automation, and enterprise support operations.

Required Qualifications

• 3 5+ years of experience administering or developing ITSM/service-management platforms.
• 2+ years of hands-on Freshservice experience preferred.
• Strong experience configuring ITSM workflows, service catalogs, SLAs, approvals, and automation.
• Experience with Freshservice Workflow Automator.
• Experience working with REST APIs, webhooks, JSON, and authentication mechanisms such as OAuth.
• Scripting experience with PowerShell, Python, JavaScript, or similar technologies.
• Working knowledge of ITIL processes, particularly Incident, Problem, Change, Request, Asset, and Configuration Management.
• Experience with Microsoft technologies such as Microsoft 365, Entra ID, Azure, and Teams is desirable.
• Strong troubleshooting and analytical skills.
• Ability to translate business requirements into technical configurations and automated workflows.
• Strong documentation and communication skills.

Preferred Qualifications

• Freshservice/Freshworks certifications.
• ITIL Foundation certification.
• Experience implementing or migrating Freshservice in an enterprise environment.
• Experience with CMDB architecture and IT asset management.
• Experience migrating from platforms such as ServiceNow, Jira Service Management, BMC, or ManageEngine.
• Experience with identity management, SSO, SCIM, and automated user provisioning.
• Familiarity with DevOps practices, source control, testing, and structured release management.
• Experience using AI and automation capabilities within IT service-management environments.