Freshworks ITSM Implementation Engineer

Kforce has a client that is seeking a Freshworks ITSM Implementation Engineer in Gonzales, TX. Summary: We are seeking a Freshworks ITSM Implementation Engineer to support the deployment and configuration of Freshservice Pro, including IT Operations Management (ITOM) capabilities and Freshworks Copilot (AI) features. This role will partner with stakeholders to design, configure, and implement IT service management workflows and automation within the Freshworks ecosystem. Key Responsibilities: * Lead implementation of Freshservice Pro aligned to ITSM best practices (Incident, Problem, Change, Asset Management) Configure and deploy ITOM (Device42 integration or native capabilities) including:

• CMDB design and population
• Asset discovery and dependency mapping
• Customize workflows, automations, SLAs, and service catalogs

Implement and optimize Freshworks Copilot (AI) features for:

• Ticket resolution suggestions
• Knowledge base automation
• Agent productivity enhancements
• Integrate Freshservice with third-party systems (SSO, monitoring tools, collaboration platforms like Teams/Slack)
• Collaborate with business and IT stakeholders to gather requirements and translate into system design
• Perform data migration, system testing, and user acceptance validation
• Provide documentation, training, and post-implementation support
• Ensure platform scalability, security, and best practices adherence

Certifications:

• ITIL Foundation (or higher)
• Freshworks certifications (if available)
• 3-7+ years of experience implementing ITSM platforms (Freshservice, ServiceNow, Jira Service Management, etc.)
• Hands-on experience with Freshservice (strongly preferred)
• Experience with ITOM/CMDB/asset discovery tools (Device42 is a strong plus)
• Strong understanding of ITIL framework
• Experience with workflow automation and scripting (APIs, REST integrations)
• Ability to work in a client-facing, consulting-style environment

Preferred Qualifications:

• Experience with the Freshworks ecosystem (Freshdesk, Freshservice, Copilot)
• Prior work with AI-enabled service desk tools
• Knowledge of cloud environments (AWS, Azure)

Ideal Candidate Profile: This is someone who:

• Has implemented ITSM tools end-to-end, not just administered them
• Understands infrastructure + service management (important for ITOM)
• Can translate business needs into technical configurations
• Comfortable advising stakeholders and working in a consultative capacity