Senior Freshservice Solution Architect​/ITSM Engineer

Location: Dubai, UAE

Experience: 5+ years

Salary: As per Industry Standards

Employment Type: Full Time

Job Code: 042026/03

Netstratum is seeking a highly experienced ITSM professional with deep expertise in Fresh service to lead the design, configuration, and implementation of our service management platform. This role will play a critical part in replacing our existing system, Cherwell Service Management, and ensuring a smooth migration while optimizing workflows and service delivery.

This is not a support/admin role—we are looking for someone who can architect, implement, and transform ITSM processes at scale.

• Lead end-to-end implementation and optimization of Fresh service
• Design scalable ITSM workflows aligned with ITIL best practices
• Configure advanced automation using workflows, business rules, and triggers
• Build and optimize service catalogs and self-service portals

• Lead migration from Cherwell to Fresh service
• Translate existing workflows, forms, and automations into Fresh service equivalents
• Oversee data migration (tickets, users, assets, CMDB)
• Ensure minimal disruption and strong user adoption

• Design and implement CMDB structure (CI classes, relationships)
• Manage asset lifecycle and integrations with discovery tools
• Establish data governance and maintenance processes

• Integrate Fresh service with third‑party systems (e.g., identity providers, monitoring tools)
• Utilize APIs, webhooks, and automation for system interoperability
• Develop custom solutions where needed (light scripting/logic)

• Work with IT, operations, and business teams to define requirements
• Translate business needs into technical workflows
• Provide guidance on ITSM best practices and platform capabilities

• 5+ years of hands‑on experience with Fresh service (or similar ITSM platforms)
• Proven experience implementing Fresh service in a mid‑to‑large enterprise environment
• Strong experience with ITSM migrations (Cherwell to Fresh service highly preferred)
• Deep expertise in Workflow automation, Business rules & triggers, SLA and approval configurations and Service catalog design
• Experience designing and managing CMDB and asset management systems
• Familiarity with REST APIs, integrations, and automation tools
• Strong understanding of ITIL frameworks

• ITIL certification (Foundation or higher)
• Experience with other ITSM platforms (e.g., Service Now, Jira Service Management)
• Experience with Freshworks ecosystem tools
• Experience leading ITSM transformation projects

• Seamless migration from Cherwell to Fresh service
• Highly automated, scalable workflows
• Clean, well-structured CMDB
• Improved service delivery and user experience