Associate Principal Engineer, ITIL ITSM tools (Freshservice)

👋🏼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, 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.

Bachelor’s or master’s degree in computer science, Information Technology, or a related field.