Associate Principal Engineer, ITIL ITSM tools… at Nagarro · India

companyDescription 👋🏼We're Nagarro. We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (17700+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in. jobDescription REQUIREMENTS: Total Experience 10+ years Strong experience working with ITSM tools and service management platforms. Strong hands-on expertise in Freshservice administration, customization, and implementation. Deep understanding of ITIL v4 framework and ITSM best practices. Strong experience in workflow automation, orchestration, and process optimization. Proficiency in REST APIs, JSON, scripting, and third-party integrations. Hands-on experience with CMDB design, configuration management, and asset lifecycle management. Experience integrating Freshservice with tools such as Azure AD, Jira, monitoring platforms, and enterprise applications. Strong analytical, troubleshooting, and problem-solving skills. Excellent communication, stakeholder management, and documentation skills. Ability to work in Agile and enterprise IT environments. RESPONSIBILITIES: Design, develop, and implement ITSM solutions within the Freshservice platform. Configure and customize Incident, Problem, Change, Service Request, CMDB, and Asset Management modules. Build and optimize workflows, automations, approvals, SLAs, and business rules using Freshservice Automator. Develop and manage integrations using REST APIs, webhooks, and third-party tools. Implement service catalogs, self-service portals, and knowledge management solutions. Manage CMDB structure, CI relationships, and ensure data integrity. Perform platform upgrades, testing, troubleshooting, and performance tuning. Collaborate with Service Desk, IT Operations, and business stakeholders to improve service management processes. Ensure compliance with ITIL v4 standards and governance practices. Monitor platform performance and support operational stability. Provide technical leadership, mentoring, and support to junior team members. Maintain technical documentation, SOPs, and process workflows. qualifications Bachelor’s or master’s degree in computer science, Information Technology, or a related field. additionalInformation