Freshworks Technical Consultant

Xcede Recruitment Solutions; City Of London; Remote; GBP 80,000 - 100,000; Full time

Job summary

A respected digital transformation consultancy is seeking a Freshworks Consultant/Developer for a remote position. The role involves designing and deploying Freshservice solutions, working directly with clients to achieve successful outcomes. Candidates should have a strong track record with Freshworks implementations and excellent technical skills, particularly in JavaScript and ITSM frameworks. This is a contract role with an initial duration of 2 months and the potential for an extension.

Qualifications

• Proven track record delivering Freshworks implementations.
• Strong knowledge of ITSM frameworks like ITIL.
• Solid technical ability in JavaScript and app development.

Responsibilities

• Design, configure, and deploy Freshservice solutions.
• Build automations and integrations using Freshworks APIs.
• Conduct system health checks and troubleshoot issues.

Skills

Freshworks implementations

ITSM frameworks knowledge

JavaScript skills

REST APIs and JSON

Client interaction expertise

Autonomy in projects

Tools

Freshservice

Freshdesk

Workato

Zapier

ServiceNow

Jira Service Management

Job description

Freshworks Consultant / Developer (Contract – Outside IR35)

Duration: Initial 2-month contract (extension likely)

Location: Remote / UK-based

Are you a technically skilled Freshworks Consultant or Developer with a passion for delivering high-quality ITSM and ESM solutions? We’re seeking experienced contractors to support several active and upcoming Freshservice implementations for enterprise clients, working with a respected digital transformation consultancy that partners with major global organisations.

The Opportunity

You’ll join a specialist team supporting multiple Freshworks platform projects, from ITSM implementations and global rollouts to service management optimisation and tooling improvements. This is a hands‑on technical role — ideal for consultants who enjoy configuring, developing, and integrating Freshservice solutions, while engaging directly with clients to understand needs, shape outcomes, and deliver measurable results.

Key Responsibilities

• Design, configure, and deploy Freshservice solutions aligned with best practice ITSM and ESM principles
• Build automations, workflows, and integrations using Freshworks APIs, webhooks, and custom scripts
• Conduct system health checks, troubleshoot technical issues, and develop optimisation plans
• Deliver technical documentation and support user enablement and training activities
• Work directly with client stakeholders to capture requirements, validate solutions, and ensure successful adoption

Essential Skills & Experience

• Proven track record delivering Freshworks implementations (Freshservice, Freshdesk, or related modules)
• Strong knowledge of ITSM frameworks (e.g., ITIL) and practical application within Freshservice
• Solid technical ability across:
  • JavaScript and custom app development within Freshworks
  • REST APIs, JSON, and integration design
  • Workflow automation and workspace configuration
• Confident working directly with clients, running workshops, and presenting solutions
• Ability to work autonomously in fast-moving project environments

Desirable

• Freshworks certifications (Freshservice, Freshdesk)
• Experience with iPaaS platforms such as Workato or Zapier
• Broader ITSM tool experience (ServiceNow, Jira Service Management, etc.)