ITSM Fresh Service Engineer - Remote Eligible

ITSM Engineer

We are seeking a highly skilled and proactive ITSM Engineer with proven experience in Freshservice to lead and optimize our IT service management platform. This role is critical in driving operational excellence, enhancing user experience, and aligning service delivery with business needs.

This position is part of the IT Global Infrastructure & Operation team and will be remote in India or Brazil. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

Key Responsibilities:

• Freshservice Platform Ownership
  • Configure, customize, and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.
  • Implement automation workflows, SLAs, and integrations with other enterprise tools.
• Process Optimization & Governance
  • Design and refine ITSM processes aligned with ITIL best practices.
  • Ensure compliance, consistency, and continuous improvement across service management operations.
• Stakeholder Engagement
  • Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.
  • Provide training and support to end-users and internal teams on Freshservice usage and enhancements.
• Reporting & Insights
  • Develop dashboards and reports to track KPIs, SLA adherence, and service performance.
• Analyze trends to identify improvement opportunities and reduce ticket resolution time.
• Innovation & Integration
  • Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.
  • Support initiatives around self-service, knowledge management, and AI-driven support.

The essential requirements of the job include:

3–5 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration.

Strong understanding of ITIL framework and service management principles.

Experience with automation, scripting, and API integrations within Freshservice.

Excellent problem-solving, communication, and stakeholder management skills.

Certifications in ITIL, Freshservice, or related platforms are a plus.

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• 5%-15% travel as per business requirements.

Why This Role Matters

This role is pivotal in shaping our IT service delivery model, improving operational efficiency, and enhancing user satisfaction. You'll be the go-to expert for Freshservice, driving innovation and reliability across our ITSM landscape.