Nagarro
Digital Product Engineering
AssociatePrincipalEngineer,ITILITSMtools(Freshservice)
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“Associate Principal Engineer, ITIL ITSM tools (Freshservice) at Nagarro. Skills: Freshservice administration, ITIL v4 framework, ITSM best practices, workflow automation, REST APIs, CMDB design. Design, develop, and implement ITSM solutions within the Freshservice platform. Configure and customize Incident, Problem, Change, Service Request, CMDB, and Asset Management modules”
What You'll Achieve.
improve service management processes; Ensure compliance with ITIL v4 standards and governance practices; support operational stability
Industry & Context.
analytical; troubleshooting; problem-solving skills
What They're Looking For.
Must Have
Total Experience 10+ years, experience working with ITSM tools and service management platforms, hands-on expertise in Freshservice administration, customization, and implementation, Deep understanding of ITIL v4 framework and ITSM best practices, 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, analytical, troubleshooting, and problem-solving skills, Excellent communication, stakeholder management, and documentation skills, Ability to work in Agile and enterprise IT environments, Bachelor’s or master’s degree in computer science, Information Technology, or a related field
What You'll Do.
and implement ITSM solutions within the Freshservice platform
Configure and customize Incident
and Asset Management modules
Build and optimize workflows
and business rules using Freshservice Automator
Develop and manage integrations using REST APIs
and third-party tools
Implement service catalogs
and knowledge management solutions
Manage CMDB structure
and ensure data integrity
Perform platform upgrades
and performance tuning
Monitor platform performance and support operational stability
How You'll Work.
Team & Collaboration
Collaborate with Service Desk, IT Operations, and business stakeholders to improve service management processes; Provide technical leadership, mentoring, and support to junior team members
Communication Scope
Excellent communication; stakeholder management
Full Job Description
👋🏼We're Nagarro. We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (17700+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in. 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. RESPONSIBILITIES: * 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, an
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