Freshworks ITSM Implementation Engineer

Responsibilities Kforce has a client that is seeking a Freshworks ITSM Implementation Engineer in Gonzales, TX. Summary: We are seeking a Freshworks ITSM Implementation Engineer to support the deployment and configuration of Freshservice Pro, including IT Operations Management (ITOM) capabilities and Freshworks Copilot (AI) features. This role will partner with stakeholders to design, configure, and implement IT service management workflows and automation within the Freshworks ecosystem. Key Responsibilities: • Lead implementation of Freshservice Pro aligned to ITSM best practices (Incident, Problem, Change, Asset Management) Configure and deploy ITOM (Device42 integration or native capabilities) including: • CMDB design and population • Asset discovery and dependency mapping • Customize workflows, automations, SLAs, and service catalogs Implement and optimize Freshworks Copilot (AI) features for: • Ticket resolution suggestions • Knowledge base automation • Agent productivity enhancements • Integrate Freshservice with third-party systems (SSO, monitoring tools, collaboration platforms like Teams/Slack) • Collaborate with business and IT stakeholders to gather requirements and translate into system design • Perform data migration, system testing, and user acceptance validation • Provide documentation, training, and post-implementation support • Ensure platform scalability, security, and best practices adherence Requirements Certifications: • ITIL Foundation (or higher) • Freshworks certifications (if available) • 3-7+ years of experience implementing ITSM platforms (Freshservice, ServiceNow, Jira Service Management, etc.) • Hands-on experience with Freshservice (strongly preferred) • Experience with ITOM/CMDB/asset discovery tools (Device42 is a strong plus) • Strong understanding of ITIL framework • Experience with workflow automation and scripting (APIs, REST integrations) • Ability to work in a client-facing, consulting-style environment Preferred Qualifications • Experience with the Freshworks ecosystem (Freshdesk, Freshservice, Copilot) • Prior work with AI-enabled service desk tools • Knowledge of cloud environments (AWS, Azure) Ideal Candidate Profile: This is someone who: • Has implemented ITSM tools end-to-end, not just administered them • Understands infrastructure + service management (important for ITOM) • Can translate business needs into technical configurations • Comfortable advising stakeholders and working in a consultative capacity The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.