Educational Qualifications
- Bachelor's degree in business management, financial, banking, computer science, information-technology, system analysis or a related study, or equivalent experience
Relevant Knowledge/ Expertise
- Proven experience as a FreshService Developer or in a similar ITSM development role.
- Strong understanding of FreshService platform capabilities and limitations.
- Proficient in JavaScript, Node.js, and RESTful APIs.
- Demonstrated proficiency in Project management tools
- Familiarity with ITIL processes (Incident, Change, Problem, Asset, Service Request).
Skills
- Ability to demonstrate independent leadership, judgment, and decision making
- Ability to adjust to multiple and changing priorities, remaining flexible and open
- Ability to create and maintain cooperative working relationships with internal and external stakeholders of peer levels
- Excellent analytical and technical skills
- Excellent written and verbal communication skills
- Excellent planning and organizational skills
- Ability to design custom workflows and automation using FreshService Orchestration and Workflow Automator.
- Experience integrating with tools like Jira, Slack, Azure AD, and Microsoft 365 is a plus.
- Strong analytical and problem-solving skills.
- Excellent communication and documentation abilities.
Relevant Experience
- Developed and customized ITSM tool modules, including service catalog, request forms, SLA configurations, and ITIL-based workflows (Incident, Change, Problem, Asset Management).
- Designed and implemented integrations with third-party tools (Jira, Azure AD, MS Teams) using REST APIs and Webhooks.
- Provided technical support and troubleshooting for platform issues, API errors, and automation failures.
- Created custom dashboards and reports to monitor SLA compliance, service performance, and user satisfaction
