Description

Lead the technical design, migration, and implementation of ServiceNow ITSM solutions, replacing existing Freshworks configurations.

This role is on-site.

Responsibilities

• Assess current Freshworks workflows and integrations to design scalable ServiceNow solutions aligned with enterprise standards.
• Define transition architecture, technical design decisions, and long-term platform sustainability approaches.
• Partner with process owners to redesign service management workflows and drive CMDB and data quality alignment.
• Support data migration planning for ticket history, knowledge content, catalog items, and configuration data.
• Define and support technical testing strategies including unit testing, SIT, and UAT, while planning cutover and go-live readiness.

Required Skills

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

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.

Key Skills

Education

Bachelor's degree