Senior Freshservice Solution Architect / ITSM Engineer

About This Role

Job ID 042026/03 Work Experience 5+ years Job Type Full Time Job Location Dubai, UAE Base Salary As per Industry StandardsJob Description

Netstratum is seeking a highly experienced ITSM professional with deep expertise in Freshservice 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.

Key Responsibilities

• Platform Implementation & Architecture: Platform Implementation & Architecture, lead end-to-end implementation and optimization of Freshservice, design scalable ITSM workflows aligned with ITIL best practices, configure advanced automation using workflows, business rules, and triggers, and build and optimize service catalogs and self-service portals

• Migration & Transformation: Lead migration from Cherwell to Freshservice, translate existing workflows, forms, and automations into Freshservice equivalents, oversee data migration (tickets, users, assets, CMDB), ensure minimal disruption and strong user adoption.

• CMDB & Asset Management: Design and implement CMDB structure (CI classes, relationships), manage asset lifecycle and integrations with discovery tools, establish data governance and maintenance processes.

• Integrations & Automation: Integrate Freshservice 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)

• Stakeholder Collaboration: 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 Required Qualifications

• 5+ years of hands-on experience with Freshservice (or similar ITSM platforms)

• Proven experience implementing Freshservice in a mid-to-large enterprise environment

Strong experience with ITSM migrations (Cherwell* Freshservice 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

Preferred Qualifications

• ITIL certification (Foundation or higher)

• Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management)

• Experience with Freshworks ecosystem tools

• Basic scripting knowledge (JavaScript or similar)

• Experience leading ITSM transformation projects What Success Looks Like

• Seamless migration from Cherwell to Freshservice

• Highly automated, scalable workflows

• Clean, well-structured CMDB

• Improved service delivery and user experience