**Job Title:** ITSM FreshService Engineer We are seeking a skilled IT service management professional to lead and optimize our Freshservice platform. This role is critical in driving operational excellence, enhancing user experience, and aligning service delivery with business needs. The successful candidate will be responsible for configuring, customizing, and maintaining Freshservice modules, implementing automation workflows, SLAs, and integrations with other enterprise tools. They will also design and refine ITSM processes aligned with ITIL best practices, ensure compliance, consistency, and continuous improvement across service management operations. In addition, the ideal candidate will collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions. They will provide training and support to end-users and internal teams on Freshservice usage and enhancements, develop dashboards and reports to track KPIs, SLA adherence, and service performance. Furthermore, they will analyze trends to identify improvement opportunities and reduce ticket resolution time. **Required Skills and Qualifications:*