Description

Key Responsibilities

• Assess current-state Freshworks configurations, workflows, and integrations; design scalable ServiceNow solutions aligned with enterprise standards.
• Define transition architecture, technical design decisions, and long-term platform sustainability approach.
• Partner with process owners to redesign service management workflows during the transition.
• Drive CMDB and data quality alignment for improved operational visibility and reporting.
• Support data migration planning for ticket history, knowledge content, catalog items, and configuration data.
• Define and support technical testing strategy: unit testing, SIT, and UAT.
• Plan and support cutover, go-live readiness, hypercare, and post-transition remediation.
• Communicate technical risks, dependencies, and progress to technical and non-technical stakeholders.

Required Skills

• X+ years of experience in enterprise service management platforms or ServiceNow administration/development.
• Strong hands-on ServiceNow ITSM experience: workflow design, scripting, form & catalog configuration, integrations.
• Experience leading platform transitions, tool consolidations, or migration programs.
• Strong ITIL-aligned process knowledge: Incident, Problem, Change, Request, Knowledge, Configuration Management.
• Excellent analytical, documentation, troubleshooting, and stakeholder management skills.
• Bachelor's degree in Information Technology, Computer Science, or related field.

Preferred Skills

• ServiceNow Certified System Administrator or Certified Application Developer.
• Experience with ServiceNow CMDB, Discovery, Service Mapping, Integration Hub, or orchestration capabilities.
• Freshworks or Freshservice administration/configuration experience.
• Familiarity with change enablement, release planning, and adoption support in enterprise transitions.
• Experience in regulated or global enterprise environments

Key Skills

Education

Bachelor's degree