Freshservice Specialist

Company Description

August Innovate empowers businesses and individuals to thrive in an ever-changing world, offering innovative solutions that enhance efficiency, simplify processes, and improve overall productivity. We specialize in CRM implementation and consulting, AI BOT services, work management and optimization, data digitization services, and QR code solutions. By delivering tailored services, we help our clients drive growth and succeed in their industries.

We are looking for a Freshworks / Freshservice Engineer with strong IT Service Management (ITSM) experience to support and manage enterprise ITSM operations . The ideal candidate will have hands-on experience in Freshservice configuration, ITIL-aligned processes, and L1/L2 IT support , along with strong troubleshooting and stakeholder engagement skills.

• Configure, administer, and support Freshservice (Freshworks ITSM) platform
• Implement and maintain ITIL-aligned processes including:
• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Asset & CMDB Management
• Provide Level 1 and Level 2 support for IT service requests and incidents
• Troubleshoot platform issues, workflows, automations, SLAs, and integrations
• Configure service catalogs, business rules, automation workflows, and approval processes
• Manage user roles, permissions, groups, and support queues
• Monitor ticket queues and ensure SLA adherence
• Support Freshservice integrations with identity systems, monitoring tools, and third-party applications
• Create and maintain knowledge base articles and operational documentation
• Work closely with internal IT teams, vendors, and client stakeholders
• Participate in service reviews, root cause analysis (RCA), and continuous improvement initiatives

• 3+ years of hands-on experience with Freshservice / Freshworks ITSM/Service now or similar
• Strong understanding of IT Service Management (ITSM) concepts
• ITIL Foundation certification (mandatory)
• Experience configuring:
• Workflows & automations
• SLAs & escalations
• Service catalogs
• CMDB & asset lifecycle
• Proven experience delivering L1 and L2 IT support in enterprise environments
• Strong troubleshooting and analytical skills
• Good understanding of incident prioritization and service restoration
• Excellent communication and stakeholder management skills

• Experience working in large enterprise or global environments (Google or similar scale)
• Exposure to Freshworks APIs and integrations
• Experience with monitoring tools, SSO, and identity management systems
• Freshservice Discovery Agent or asset automation experience