Freshservice Architect (Technical Solution Architect)

Param; Bengaluru; On-site; INR 3,000,000 - 5,500,000; Full time

Benefits offered by this job

Health benefits

Conference support

Job summary

Param in Bengaluru seeks an experienced Freshservice Architect to design, configure, and optimize ITSM solutions on the Freshworks platform. The role bridges business needs with scalable technical implementations for enterprise clients, with hybrid work arrangements.

The candidate should have 7–12 years in ITSM architecture, including 2–3+ years with Freshworks/Freshservice and Freshworks certifications, plus strong communication to C-suite stakeholders. Competitive package offered.

Qualifications

• Deep ITIL/ITSM expertise and knowledge of enterprise systems (ERP, HRMS, IDM).
• 7–12 years of experience, including 2–3+ years with Freshworks/Freshservice.
• Freshworks Developer or Platform certifications.
• Proven ability to communicate technical concepts to C-suite stakeholders.

Responsibilities

• Architect end-to-end ITSM workflows for incident, problem, change, and asset management.
• Design integrations with Microsoft 365, AWS, Azure, Salesforce using REST APIs and webhooks.
• Customize apps and automations via Freshworks Developer Platform (FDP).
• Establish technical governance, coding standards, and best practices.
• Collaborate with IT leaders, Finance, and Sales to align ITSM with business goals.
• Leverage AI/ML for chatbots, virtual agents, and self-service enhancements.

Skills

ITIL/ITSM

Freshservice

Freshworks certs

Executive communication

Education

Bachelors/Masters in CS

PhD preferred

Job description

Freshservice Architect (Technical Solution Architect)

Job ID 36475

Job Type

Job Type Full-time

Work Mode

Work Mode Hybrid

Job Location

Experience

Experience 7 - 12 Years

Posted

Posted 19th March, 2026

Posted by

Job Description: Freshservice Architect (Technical Solution Architect)

We are seeking an experienced Freshservice Architect to design, configure, and optimize IT Service Management (ITSM) solutions on the Freshworks platform. This role focuses on bridging business needs with scalable technical implementations for enterprise clients.

Key Responsibilities

• Architect end-to-end ITSM workflows for incident, problem, change, and asset management.
• Design integrations with Microsoft 365, AWS, Azure, Salesforce using REST APIs and webhooks.
• Customize apps and automations via Freshworks Developer Platform (FDP).
• Establish technical governance, coding standards, and best practices.
• Collaborate with IT leaders, Finance, and Sales to align ITSM with business goals.
• Leverage AI/ML for chatbots, virtual agents, and self-service enhancements.

Mandatory Skills & Qualifications

• Deep ITIL/ITSM expertise and knowledge of enterprise systems (ERP, HRMS, IDM).
• 7–12 years of experience, including 2–3+ years with Freshworks/Freshservice.
• Freshworks Developer or Platform certifications.
• Proven ability to communicate technical concepts to C-suite stakeholders.

Good-to-Have Skills

• AI/ML integration experience for ITSM enhancements.
• Cloud platforms (AWS, Azure) and DevOps practices (CI/CD).
• CRM/CX solution design and pre-sales involvement.
• Experience in global capability centers or HR tech landscapes.

Experience & Education

• Bachelor's/Master's in Computer Science or related field; PhD preferred for research-oriented roles.
• 7–12 years in ITSM architecture or software development.
• Competitive salary, health benefits, professional development, and conference support.