Senior Freshservice Solution Architect / ITSM Engineer

**JD - Senior Freshservice Solution Architect / ITSM Engineer** Netstratum is a global product development company specializing in custom software and enterprise IT services. With teams across ten global locations, we combine local insight with global expertise to deliver innovative, purpose-driven solutions. As a leader in telecom tech, we build secure, high-performance Unified Communication Systems used by Tier-1 providers, enterprises, and governments. Our in-house AI platform is built for scale, security, and real-world impact. Join a vibrant, diverse team working on cutting-edge projects in telecom, AI, IoT, and digital transformation - within a fast-paced, learning-focused environment. **Location:** Dubai, UAE **Experience:** 5+ years **Salary:** As per Industry Standards **Employment Type:** Full Time **Job Code: 042026/03** **Job Description** Netstratum is seeking a highly experienced ITSM professional with deep expertise in Freshservice to lead the design, configuration, and implementation of our service management platform. This role will play a critical part in replacing our existing system, Cherwell Service Management, and ensuring a smooth migration while optimizing workflows and service delivery. This is not a support/admin role—we are looking for someone who can **architect, implement, and transform ITSM processes at scale.** **Key Responsibilities** **Platform Implementation & Architecture** * Platform Implementation & Architecture * Lead end-to-end implementation and optimization of Freshservice * Design scalable ITSM workflows aligned with ITIL best practices * Configure advanced automation using workflows, business rules, and triggers * Build and optimize service catalogs and self-service portals **Migration & Transformation** * Lead migration from Cherwell to Freshservice * Translate existing workflows, forms, and automations into Freshservice equivalents * Oversee data migration (tickets, users, assets, CMDB) * Ensure minimal disruption and strong user adoption **CMDB & Asset Management** * Design and implement CMDB structure (CI classes, relationships) * Manage asset lifecycle and integrations with discovery tools * Establish data governance and maintenance processes **Integrations & Automation** * Integrate Freshservice with third-party systems (e.g., identity providers, monitoring tools) * Utilize APIs, webhooks, and automation for system interoperability * Develop custom solutions where needed (light scripting/logic) **Stakeholder Collaboration** * Work with IT, operations, and business teams to define requirements * Translate business needs into technical workflows * Provide guidance on ITSM best practices and platform capabilities **Required Qualifications** * 5+ years of hands-on experience with Freshservice (or similar ITSM platforms) * Proven experience implementing Freshservice in a mid-to-large enterprise environment * Strong experience with ITSM migrations (Cherwell → Freshservice highly preferred) * Deep expertise in Workflow automation * Deep expertise Business rules & triggers * Deep expertise in SLA and approval configurations * Deep expertise in Service catalog design * Experience designing and managing CMDB and asset management systems * Familiarity with REST APIs, integrations, and automation tools * Strong understanding of ITIL frameworks **Preferred Qualifications** * ITIL certification (Foundation or higher) * Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management) * Experience with Freshworks ecosystem tools * Basic scripting knowledge (JavaScript or similar) * Experience leading ITSM transformation projects **What Success Looks Like** * Seamless migration from Cherwell to Freshservice * Highly automated, scalable workflows * Clean, well-structured CMDB * Improved service delivery and user experience Experience: * Freshservice or similar ITSM platform: 4 years (Required) * CMDB: 4 years (Required) * ITSM migrations: 4 years (Required) Work Location: Remote