{"id":4091980,"url":"https://alion.io/job/protolabs-freshservice-integration-engineer","title":"Freshservice Integration Engineer","company":{"id":179587,"name":"Protolabs","domain":"protolabs.com","url":"https://alion.io/company/protolabs","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":85,"open_postings":12,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"PagerDuty","optional":false},{"name":"Rest API","optional":false},{"name":"Apex","optional":true},{"name":"MuleSoft","optional":true},{"name":"Zapier","optional":true}],"status":"live","first_seen_at":"2026-11-11T15:23:56Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T20:27:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Join the team as our new Freshservice Integration Engineer - India\nYou will be responsible for configuring, administering, and integrating our Freshservice ITSM platform with connected enterprise tools such as PagerDuty and Asana. Working closely with process owners, architects, and IT stakeholders, you will translate approved designs into functional, tested configurations and support workflow implementation across Incident, Change, and Problem Management, along with the feature intake process. This role requires strong hands-on Freshservice expertise, integration capabilities, and a solid understanding of ITIL practices to deliver reliable, scalable, and well-integrated IT service management solutions.\nWhat You'll Do:\nConfigure & Administer the Freshservice Platform\nConfigure and administer the Freshservice ITSM platform, including service catalogues, business rules, workflow automators, SLAs, forms, and ticket templates.\n\nImplement and maintain platform configurations in line with approved solution designs and business requirements.\n\nEnsure Freshservice configurations are properly tested and function as expected before deployment.\n\nSupport platform enhancements and continuous improvements to strengthen IT service management capabilities.\n\nImplement ITSM Workflows & Processes\nConfigure and implement workflows across Incident, Change, and Problem Management.\n\nSet up ticket routing, escalation mechanisms, approval workflows, and Change Advisory Board (CAB) processes.\n\nSupport the implementation and maintenance of Known Error Database (KEDB) processes.\n\nConfigure and maintain CMDB and asset management functionalities.\n\nEnsure workflows align with ITIL practices and established process requirements.\n\nManage PagerDuty & Asana Integrations\nConfigure and maintain PagerDuty integrations to support alerting, on-call management, and escalation workflows.\n\nImplement and maintain Asana integrations for task management and feature intake synchronisation.\n\nEnsure seamless information flow between Freshservice and connected enterprise applications.\n\nTroubleshoot integration issues and ensure data consistency across connected platforms.\n\nBuild & Maintain System Integrations\nDevelop and configure integrations with other enterprise systems using connectors, REST APIs, and webhooks.\n\nImplement data mapping and information exchange between integrated applications.\n\nTroubleshoot integration failures, investigate issues, and ensure data integrity across systems.\n\nSupport integration testing and validation to ensure reliable system communication.\n\nWork with relevant technical teams to identify and resolve integration-related challenges.\n\nSupport Workflow Design & Solutioning\nAssist process owners and architects with workflow design and technical solutioning.\n\nAssess the technical feasibility and implementation effort of requests submitted through the feature intake process.\n\nTranslate approved requirements and solution designs into working configurations.\n\nCollaborate with stakeholders to clarify requirements and identify practical implementation approaches.\n\nProvide technical inputs to improve workflow efficiency and integration capabilities.\n\nDrive Documentation, Change Control & Platform Maintenance\nMaintain clear and comprehensive documentation of Freshservice configurations, workflows, and integrations.\n\nSupport change control processes, platform upgrades, and configuration enhancements.\n\nCoordinate with external vendors, including Freshworks, PagerDuty, and Asana, for technical support and issue resolution.\n\nEnsure configuration changes are properly documented, tested, and implemented.\n\nSupport ongoing platform reliability and operational effectiveness.\n\nWhat It Takes:\nTechnical\n3+ years of hands-on experience configuring and administering Freshservice.\n\nPractical experience configuring and integrating PagerDuty and Asana.\n\nStrong experience implementing Incident, Change, and Problem Management workflows aligned with ITIL practices.\n\nHands-on integration and configuration experience using connectors, REST APIs, and webhooks.\n\nUnderstanding of data mapping techniques and data formats such as JSON.\n\nExperience configuring service catalogues, business rules, workflow automators, SLAs, forms, and ticket templates.\n\nUnderstanding of CMDB, asset management, ticket routing, escalation, and approval workflows.\n\nSolid understanding of ITIL practices, with ITIL v4 Foundation certification preferred.\n\nStrong troubleshooting and problem-solving skills across ITSM platforms and integrated applications.\n\nLeadership & Collaboration\nAbility to work closely with process owners, solution architects, IT teams, and other technical stakeholders.\n\nStrong written and verbal communication skills, with the ability to understand requirements and translate approved designs into technical configurations.\n\nAbility to assess implementation feasibility and effort for workflow and integration requests.\n\nStrong coordination skills when working with external vendors and technology partners.\n\nAbility to manage multiple configuration and integration activities while maintaining accuracy and quality.\n\nA collaborative approach to resolving technical issues and delivering reliable solutions.\n\nMindset\nHands-on implementation mindset with a strong focus on configuration, integration, and solution delivery.\n\nPractical and solution-oriented approach to technical challenges.\n\nStrong attention to detail when configuring workflows, integrations, and data mappings.\n\nOwnership and accountability for the quality and reliability of implemented solutions.\n\nCuriosity and willingness to explore platform capabilities and integration possibilities.\n\nCommitment to documentation, testing, and established change control practices.\n\nAbility to work within approved architectural designs and collaborate with process owners rather than independently owning process strategy.\n\nPreferred Qualifications\nFreshservice Administrator, PagerDuty, or Asana certifications.\n\nExperience with CMDB and asset discovery.\n\nFamiliarity with iPaaS and middleware platforms such as Workato, Zapier, or MuleSoft.\n\nExposure to enterprise Single Sign-On (SSO), SAML, SCIM provisioning, and directory integrations.\n\nExperience working with enterprise ITSM platforms and interconnected business 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