FreshService Automation Engineer (Lead)

--iSupport Worldwide--

Join our team!

We are seeking a skilled and detail-oriented FreshService Automation Engineer to join our IT team. The successful candidate will be responsible for optimizing, maintaining, and developing automation workflows within our FreshService platform. This role will require a strong technical background, a deep understanding of IT Service Management (ITSM) principles, and the ability to collaborate effectively with cross-functional teams.

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What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

  • Design, implement, and maintain automation workflows, rules, and scripts within FreshService to streamline IT and business processes.
  • Continuously optimize existing automation processes to improve efficiency and performance.
  • Develop and manage integrations between FreshService and other enterprise systems using REST APIs, webhooks, and custom scripts.
  • Ensure seamless data exchange and interoperability between systems.
  • Diagnose and resolve issues related to FreshService automation, including error handling, process bottlenecks, and integration failures.
  • Provide technical support and troubleshooting expertise to ensure smooth operation of automation workflows.
  • Collaborate with business process owners to analyze existing workflows, identify inefficiencies, and propose automation solutions aligned with ITSM best practices.
  • Implement and refine automation solutions to address identified process gaps and enhance overall efficiency.
  • Create and maintain comprehensive documentation for automation processes, rules, scripts, and integrations.
  • Ensure documentation is clear, accurate, and accessible for current and future team members.
  • Work closely with IT, support, and other business units to gather requirements, understand business needs, and translate them into effective automation solutions.
  • Facilitate communication between technical and non-technical stakeholders to ensure alignment and clarity.
  • Stay up-to-date with FreshService updates and industry trends to continuously improve and expand the platform’s automation capabilities.
  • Propose and implement innovative solutions to enhance automation processes.


Who are we looking for?

  • Minimum of 3-5 years in IT Service Management, with at least 2 years focused on FreshService administration, automation, or development.
  • Proficiency in scripting languages (e.g., Python, JavaScript, PowerShell).
  • Experience with REST APIs and webhooks.
  • Strong understanding of ITIL processes (Incident, Problem, Change Management) and experience aligning automations with ITSM best practices.
  • Demonstrated ability to troubleshoot and resolve complex technical issues related to automation and system integration.
  • Excellent written and verbal communication skills.
  • Ability to explain technical concepts to non-technical stakeholders effectively.
  • Experience in managing IT projects, particularly those involving system configurations, process improvements, or automation implementations.

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Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

WE PUT PEOPLE FIRST

We consider our people as the foundation of our success.

WE STRIVE FOR EXCELLENCE

Our commitment to quality ensures that we always do our best.

WE EMBRACE INNOVATION

We stay agile and fast, always looking for ways to solve our clients’ needs.

WE DELIVER DELIGHT

We pride ourselves on helping our clients reach their full potential.

WE CREATE REAL IMPACT

We do things right and we get the job done.