ITSM Automation Engineer

Job summary

This role builds and administers a Freshservice ITSM practice, establishing the platform capabilities, processes, governance, and automation that support IT operations. It configures ITOM, Asset Management, CMDB, Change Management, and Release Management; connects monitoring and observability tools through integrations; and develops reporting, documentation, and operational standards with cross-functional IT teams.

Benefits

Qualifications

• 3+ years of hands-on ITSM platform administration experience, with experience in platforms such as Freshservice, ServiceNow, Jira Service Management, Vivantio, or similar solutions.
• Proven experience building or significantly expanding Asset Management and CMDB practices, including CI schema design, discovery configuration, and data governance.
• Experience implementing Change Management and/or Release Management processes aligned to ITIL v3 or ITIL v4 frameworks.
• Experience gathering requirements from cross-functional IT stakeholders and translating them into platform configurations and business solutions.
• Working knowledge of REST APIs, webhooks, and integration methodologies.
• Strong reporting, dashboard development, KPI creation, and analytical capabilities.
• Excellent written and verbal communication skills with experience documenting processes and presenting to stakeholders.

Responsibilities

• Designing and configuring ITOM alerting, incident prioritization rules, escalation workflows, and response processes within Freshservice.
• Building integrations between monitoring and observability tools and Freshservice to automate incident creation and prioritization.
• Defining and maintaining SLA tiers, priority matrices, playbooks, and operational governance standards.
• Leading the development and ongoing maturity of Asset Management and CMDB capabilities within Freshservice.
• Configuring and maintaining asset discovery solutions and automated asset lifecycle tracking.
• Designing and implementing Change Management workflows, including approvals, CAB processes, risk assessments, templates, and notifications.
• Creating metrics, dashboards, and reporting solutions to measure process adoption, compliance, and operational effectiveness.
• Building Release Management processes that support planning, scheduling, communication, tracking, and post-release review activities.
• Building and maintaining integrations using REST APIs, webhooks, middleware, SSO, LDAP, and related technologies.
• Creating and maintaining runbooks, documentation, process maps, and configuration records.
• Participating in on-call support for critical ITSM platform issues and escalations

Skills

Certifications

Degrees

Work schedule

Industry

Relocation