ITSM Operations Support

Zensar · Wada Pune District

For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience), the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement.

Senior ITSM / ServiceNow / Freshworks Engineer

Experience: 5-8 Years
Location: Pune / India
Employment Type: Full-Time

Role Summary

We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance. The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives.

Key Responsibilities

ITSM Platform Administration

Administer and manage ServiceNow and/or Freshservice platforms.
Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules.
Design and implement workflows, business rules, forms, SLAs, and approval processes.
Manage system upgrades, patches, integrations, and release deployments.
Maintain platform security, user roles, groups, and access controls.

ITIL Process Management

Drive Incident, Problem, Change, Service Request, and Knowledge Management processes.
Ensure adherence to ITIL best practices and service governance standards.
Conduct process audits and identify improvement opportunities.
Support CAB meetings and change governance activities.
Monitor and improve SLA/OLA compliance.

Service Catalog & Automation

Build and maintain service catalogs and request fulfillment workflows.
Automate repetitive service management processes.
Develop self-service capabilities and user-friendly portals.
Integrate ITSM tools with monitoring, asset, and collaboration platforms.

CMDB & Asset Management

Manage CMDB health, accuracy, relationships, and governance.
Support IT Asset Lifecycle Management processes.
Ensure data integrity and compliance through regular audits.
Work with infrastructure, cloud, and application teams to enrich configuration data.

Reporting & Analytics

Develop operational dashboards and executive reports.
Track KPIs such as SLA, MTTR, Change Success Rate, First Call Resolution, and Service Availability.
Present service performance metrics to leadership and stakeholders.
Drive continual service improvement initiatives.

Stakeholder Management

Partner with Service Delivery Managers, Infrastructure Teams, Security Teams, and Business Stakeholders.
Conduct requirements gathering sessions and solution workshops.
Support service transition and transformation initiatives.
Provide technical guidance and platform best practices.

Required Skills

ITSM Platforms

ServiceNow Administration
Freshservice / Freshworks Administration
Service Catalog Management
CMDB Management
Asset Management
Knowledge Management

ITIL Processes

Incident Management
Problem Management
Change Management
Request Fulfillment
Service Level Management
Continual Service Improvement (CSI)

Technical Skills

ServiceNow Flow Designer
Workflow Automation
REST/SOAP API Integrations
PowerShell / Python Scripting
Active Directory Integration
Azure AD / Entra ID Integration
Reporting & Dashboard Development

Monitoring & Collaboration Tools

Azure Monitor
Dynatrace
Splunk
SolarWinds
Jira
Microsoft Teams

Preferred Qualifications

ITIL V4 Foundation / Managing Professional
ServiceNow Certified System Administrator (CSA)
ServiceNow CAD (preferred)
Freshservice Administrator Certification
Agile/Scrum Certification (Good to Have)

Desired Candidate Profile

5-8 years of ITSM platform administration and service management experience.
Hands-on experience with ServiceNow and/or Freshworks implementation.
Strong understanding of ITIL processes and governance.
Experience managing enterprise-scale service management environments.
Excellent communication and stakeholder management skills.
Ability to work independently and lead platform enhancement initiatives.

Key Performance Indicators (KPIs)

SLA Compliance > 95%
Incident Resolution Efficiency
Change Success Rate
CMDB Data Accuracy
Service Request Fulfillment Time
User Satisfaction (CSAT)
Automation Adoption Rate
Platform Availability

Suitable Titles

Senior ITSM Engineer
ServiceNow Administrator / Engineer
ITSM Platform Engineer
IT Service Management Specialist
Freshservice Senior Engineer
ServiceNow & ITIL Consultant
ITSM Automation Engineer

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status. For a Senior ITSM / ServiceNow / ITIL / Freshworks Engineer (5-8 Years Experience), the role should combine ITSM process expertise, platform administration, workflow automation, stakeholder engagement, and continual service improvement. Senior ITSM / ServiceNow / Freshworks Engineer Experience: 5-8 Years Location: Pune / India Employment Type: Full-Time Role Summary We are seeking an experienced ITSM Engineer with strong expertise in ServiceNow, Freshservice/Freshworks, ITIL practices, Service Management Operations, Workflow Automation, and Service Delivery Governance. The candidate will be responsible for designing, implementing, administering, and optimizing ITSM platforms while ensuring alignment with ITIL best practices and business objectives. Key Responsibilities ITSM Platform Administration • Administer and manage ServiceNow and/or Freshservice platforms. • Configure Incident, Request, Problem, Change, Knowledge, CMDB, Asset Management, and Service Catalog modules. • Design and

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