Freshservice L1 – Product SME

innovate Private Limited; Gurugram District; On-site; INR 300,000 - 520,000; Full time

Job summary

innovate Private Limited is seeking a Freshservice L1 – Product SME to be deployed at a client location in Gurgaon. You will provide first-level product support, configuration assistance, and user guidance for Freshservice ITSM.

The role requires knowledge of Freshservice modules and ITIL concepts, plus strong Excel reporting. You will interact with business users and IT teams, manage ticket lifecycles and SLAs, and help drive process improvements on client sites.

Qualifications

• Basic to intermediate knowledge of Freshservice (or Freshdesk ITSM).
• Understanding of ITIL concepts (Incident, Problem, Change, SLA).
• Familiarity with workflow automations, ticket lifecycle, asset module, and approval processes.
• Good Excel knowledge for reporting.
• Ability to work from a client office in Gurgaon.
• Experience in client-facing or onsite deployment roles preferred.

Responsibilities

• Provide L1 support for Freshservice modules (Incident, Service Request, Problem, Change, Asset).
• Handle user queries related to ticketing workflows, SLAs, automations, and approvals.
• Assist users in raising tickets, understanding workflows, and navigating the system.
• Monitor ticket queues and ensure adherence to SLAs.
• Create and manage categories, sub-categories, groups, roles, and basic workflow automations.
• Support form updates, field modifications, user onboarding, and role assignment.
• Escalate complex issues to L2/L3 teams.
• Coordinate with client stakeholders for requirement clarification.
• Generate standard reports and dashboards in Freshservice.
• Track SLA compliance and ticket trends.
• Maintain documentation of configurations and changes.
• Support UAT coordination and assist in process improvement discussions.

Skills

Freshservice ITSM

ITIL concepts

Workflow automation

Ticket lifecycle

Asset module

Approvals

Excel reporting

Client-facing

Job description

We are looking for a Freshservice L1 – Product SME to be deployed at a client location in Gurgaon. The role involves providing first-level product support, configuration assistance, user guidance, and operational support for Freshservice ITSM implementation. The ideal candidate should have a functional understanding of Freshservice modules and the ability to interact confidently with business users and IT teams.

Key Responsibilities

• Provide L1 support for Freshservice modules (Incident, Service Request, Problem, Change, Asset)
• Handle user queries related to ticketing workflows, SLAs, automations, and approvals
• Assist users in raising tickets, understanding workflows, and navigating the system
• Monitor ticket queues and ensure adherence to SLAs
• Create and manage categories, sub-categories, groups, roles, and basic workflow automations
• Support form updates, field modifications, user onboarding, and role assignment
• Escalate complex technical/configuration issues to L2/L3 teams
• Coordinate with client stakeholders for requirement clarification
• Generate standard reports and dashboards in Freshservice
• Track SLA compliance and ticket trends
• Maintain documentation of configurations and changes
• Support UAT coordination and assist in process improvement discussions

Requirements

• Basic to intermediate knowledge of Freshservice (or Freshdesk ITSM)
• Understanding of ITIL concepts (Incident, Problem, Change, SLA)
• Familiarity with workflow automations, ticket lifecycle, asset module, and approval processes
• Good Excel knowledge for reporting
• Ability to work from a client office in Gurgaon
• Experience working in client-facing or onsite deployment roles preferred

Key Skills

Freshservice ITIL ITSM SLA Management Workflow Automation Reporting