We are looking for a motivated Junior ITSM / ITAM Developer to support the implementation of Freshworks (Freshservice) as our central IT service management platform across India, USA, and Europe. This role is ideal for someone early in their career who is eager to learn ITSM processes, develop automation workflows, and build basic APIs or scripts to integrate multiple ITSM tools into a unified system.
The candidate will work closely with senior ITSM architects, process owners, and global IT teams to support integrations, data migrations, and service management workflow design.
Key Responsibilities
1. Support ITSM Platform Integration
Assist in integrating multiple ITSM tools into Freshworks using APIs or no-code/low-code tools under guidance.
Help with data extraction, cleaning, and formatting for migration activities.
Write basic scripts in Python, PowerShell, or JavaScript for automation tasks (with mentorship).
2. ITSM / ITAM Process Enablement
Learn and support Incident, Request, Problem, Change, and Asset Management workflows.
Assist in configuring forms, fields, automations, and service catalog items in Freshworks.
Maintain documentation for processes, workflows, and integration steps.
3. Change Management Support
Help set up change workflows, approvals, and schedules.
Prepare change records, reports, and dashboards as directed by senior team members.
4. Basic Technical Integration & Automation
Support building integrations with HR systems, monitoring tools, endpoint tools, and other IT platforms.
Work with APIs (REST/JSON) to push/pull data between systems.
Monitor and troubleshoot basic integration issues.
5. Cross-Regional Coordination
Coordinate with teams across India, USA, and Europe to collect requirements and track tasks.
Prepare status updates, documentation, meeting notes, and reports.
Required Skills & Knowledge
Technical Skills (Good to Have / Learn on Job)
Exposure to any ITSM tool (Freshworks, ServiceNow, Jira Service Management, Remedy, etc.).
Basic understanding of:
+ REST APIs
+ JSON data formats
+ Scripting (Python, JavaScript, or PowerShell)
Familiarity with IT Asset Management concepts.
Basic understanding of databases or ETL workflows is a plus.
Process Skills
Foundational knowledge of ITIL concepts.
Understanding of ticket lifecycle in Incident/Request/Change.
Ability to document processes and create workflow diagrams.
Soft Skills
Quick learner with strong analytical and problem-solving ability.
Good communication and willingness to collaborate across global teams.
Ability to manage tasks, follow instructions, and deliver on time.
Educational Background
B.Tech / B.E. / BCA / MCA or equivalent degree in Computer Science, Information Technology, or related field.
Preferred Certifications (Optional)
ITIL v4 Foundation
Freshworks or ServiceNow fundamental certifications
* Basic API or scripting certifications from online platforms
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