Freshservice Integration Engineer

You will be responsible for configuring, administering, and integrating our Freshservice ITSM platform with connected enterprise tools such as PagerDuty and Asana. Working closely with process owners, architects, and IT stakeholders, you will translate approved designs into functional, tested configurations and support workflow implementation across Incident, Change, and Problem Management, along with the feature intake process. This role requires strong hands-on Freshservice expertise, integration capabilities, and a solid understanding of ITIL practices to deliver reliable, scalable, and well-integrated IT service management solutions.

• Configure and administer the Freshservice ITSM platform, including service catalogues, business rules, workflow automators, SLAs, forms, and ticket templates.

• Implement and maintain platform configurations in line with approved solution designs and business requirements.

• Ensure Freshservice configurations are properly tested and function as expected before deployment.

• Support platform enhancements and continuous improvements to strengthen IT service management capabilities.

• Configure and implement workflows across Incident, Change, and Problem Management.

• Set up ticket routing, escalation mechanisms, approval workflows, and Change Advisory Board (CAB) processes.

• Support the implementation and maintenance of Known Error Database (KEDB) processes.

• Configure and maintain CMDB and asset management functionalities.

• Ensure workflows align with ITIL practices and established process requirements.

• Configure and maintain PagerDuty integrations to support alerting, on-call management, and escalation workflows.

• Implement and maintain Asana integrations for task management and feature intake synchronisation.

• Ensure seamless information flow between Freshservice and connected enterprise applications.

• Troubleshoot integration issues and ensure data consistency across connected platforms.

• Develop and configure integrations with other enterprise systems using connectors, REST APIs, and webhooks.

• Implement data mapping and information exchange between integrated applications.

• Troubleshoot integration failures, investigate issues, and ensure data integrity across systems.

• Support integration testing and validation to ensure reliable system communication.

• Work with relevant technical teams to identify and resolve integration-related challenges.

• Assist process owners and architects with workflow design and technical solutioning.

• Assess the technical feasibility and implementation effort of requests submitted through the feature intake process.

• Translate approved requirements and solution designs into working configurations.

• Collaborate with stakeholders to clarify requirements and identify practical implementation approaches.

• Provide technical inputs to improve workflow efficiency and integration capabilities.

• Maintain clear and comprehensive documentation of Freshservice configurations, workflows, and integrations.

• Support change control processes, platform upgrades, and configuration enhancements.

• Coordinate with external vendors, including Freshworks, PagerDuty, and Asana, for technical support and issue resolution.

• Ensure configuration changes are properly documented, tested, and implemented.

• Support ongoing platform reliability and operational effectiveness.

• 3+ years of hands-on experience configuring and administering Freshservice.

• Practical experience configuring and integrating PagerDuty and Asana.

• Strong experience implementing Incident, Change, and Problem Management workflows aligned with ITIL practices.

• Hands-on integration and configuration experience using connectors, REST APIs, and webhooks.

• Understanding of data mapping techniques and data formats such as JSON.

• Experience configuring service catalogues, business rules, workflow automators, SLAs, forms, and ticket templates.

• Understanding of CMDB, asset management, ticket routing, escalation, and approval workflows.

• Solid understanding of ITIL practices, with ITIL v4 Foundation certification preferred.

• Strong troubleshooting and problem-solving skills across ITSM platforms and integrated applications.

• Ability to work closely with process owners, solution architects, IT teams, and other technical stakeholders.

• Strong written and verbal communication skills, with the ability to understand requirements and translate approved designs into technical configurations.

• Ability to assess implementation feasibility and effort for workflow and integration requests.

• Strong coordination skills when working with external vendors and technology partners.

• Ability to manage multiple configuration and integration activities while maintaining accuracy and quality.

• A collaborative approach to resolving technical issues and delivering reliable solutions.

• Hands-on implementation mindset with a strong focus on configuration, integration, and solution delivery.

• Practical and solution-oriented approach to technical challenges.

• Strong attention to detail when configuring workflows, integrations, and data mappings.

• Ownership and accountability for the quality and reliability of implemented solutions.

• Curiosity and willingness to explore platform capabilities and integration possibilities.

• Commitment to documentation, testing, and established change control practices.

• Ability to work within approved architectural designs and collaborate with process owners rather than independently owning process strategy.

---

• Freshservice Administrator, PagerDuty, or Asana certifications.

• Experience with CMDB and asset discovery.

• Familiarity with iPaaS and middleware platforms such as Workato, Zapier, or MuleSoft.

• Exposure to enterprise Single Sign-On (SSO), SAML, SCIM provisioning, and directory integrations.

• Experience working with enterprise ITSM platforms and interconnected business applications.