ITSM Application Support

Job Title:

Fresh service ITSM & EM Product Engineer

Location:

Gurgaon
Contract Duration:  1 Year
Expected Start:  July 2026
Experience

Required:

12+ Years

About the Role
We are looking for an experienced  Fresh service ITSM Application Support Enginee r to manage and support IT Service Management processes using the  Fresh servic e cloud-based ITSM platform. This is an offshore engagement supporting a leading enterprise client in Qatar

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Key Responsibilities
Administer, configure, and support th e Fresh service ITSM platform  across incident, problem, change, and service request modules
Manage end-to-end ITSM workflows, automation rules, SLA policies, and escalation matrices within Fresh service
Support Event Management (EM)  processes — monitor alerts, correlate events, and ensure timely response to IT events
Troubleshoot Fresh service application issues and coordinate with Fresh works support when required
Onboard new users, manage roles/permissions, and handle day-to-day admin requests
Generate reports and dashboards for ITSM metrics and SLA compliance
Support integration of Fresh service with third-party tools (monitoring tools, CMDB, communication platforms
Document configurations, SOPs, and knowledge base articles
Participate in ITSM process improvement initiatives

Mandatory Skills
12+ years  of overall IT experience
Hands-on experience wi th Fresh service ITSM platf orm — administration, configuration, and support.
Strong understanding  of ITSM proces ses — Incident Management, Problem Management, Change Management, Service Request Management.
Experience wi th Event Management ( EM) workflows
Ability to work independently in an offshore model with minimal supervision

Good to Have
ITIL v3/v4 Foundation certification
Experience integrating Fresh service with monitoring or CMDB tools
Prior experience supporting GCC/Middle East enterprise clients

Education
Bachelor's degree in Computer Science, IT, or related field