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Nagarro

Nagarro (Frankfurt: NA9) is a leader in digital product engineering and drives technology-led business breakthroughs.

Associate Principal Engineer, ITIL ITSM tools – Freshservice

Full-stack EngineerSoftware EngineerFull TimeRemoteMid LevelTeam 10,001+Since 1996H1B SponsorCompany SiteLinkedIn

Location

India

Posted

13 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree10 yrs expEnglishAzureITSM

Job Description

Associate Principal Engineer, ITIL ITSM tools – Freshservice

Nagarro

• 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.

Job 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.

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