Senior Freshservice Solution Architect / ITSM Engineer
1 day ago
Middlesbrough
Netstratum is a global product development company specializing in custom software and enterprise IT services. With teams across ten global locations, we combine local insight with global expertise to deliver innovative, purpose-driven solutions. As a leader in telecom tech, we build secure, high-performance Unified Communication Systems used by Tier-1 providers, enterprises, and governments. Our in-house AI platform is built for scale, security, and real-world impact. Join a vibrant, diverse team working on cutting-edge projects in telecom, AI, IoT, and digital transformation - within a fast-paced, learning-focused environment. Location: Middlesbrough, UK Experience: 5+ years Salary: As per Industry Standards Employment Type: Full Time Job Code: 042026/04 Job 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, • Lead migration from Cherwell to Freshservice, • Translate existing workflows, forms, and automations into Freshservice equivalents, • Oversee data migration (tickets, users, assets, CMDB), • Design and implement CMDB structure (CI classes, relationships), • Manage asset lifecycle and integrations with discovery tools, • Integrate Freshservice with third-party systems (e.g., identity providers, monitoring tools), • Utilize APIs, webhooks, and automation for system interoperability, • 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