Systems Consultant / Lead Engineer

As an experienced candidate for the role, your responsibilities will include: - Leading the implementation and configuration of Freshservice (Freshworks ITSM platform) - Customizing service catalog, incident, problem, and change management modules - Integrating Freshworks with enterprise systems such as Active Directory and monitoring tools - Designing and developing end-to-end workflows across IT and business functions - Implementing automation using Workflow Automator, Orchestration rules, SLA, and escalation policies - Ensuring compliance with regulatory standards like GxP, FDA 21 CFR Part 11, HIPAA, or similar regulations - Participating in CSV (Computer System Validation) processes including IQ/OQ/PQ documentation, validation testing, and audit readiness - Configuring modules such as Incident, Change, Problem, Release management, Asset and Configuration Management (CMDB) - Developing custom scripts, APIs, and integrations as required - Building and maintaining integrations with monitoring tools, HR systems, CRM tools, and collaboration platforms - Collaborating with IT, Quality, Compliance, and Business teams to translate business requirements into technical solutions - Providing L3 support, troubleshooting complex issues, and identifying optimization opportunities for continuous improvement - Driving best practices for ITSM and service delivery maturity The qualifications required for this role are: - Bachelor's degree in computer science, Engineering, or related field - 5+ years of experience in ITSM platforms with preference for Freshworks - Hands-on experience with Freshservice/Freshdesk configuration, workflow automation, and scripting - Experience in regulated industries such as life sciences, pharma, and healthcare - Strong understanding of ITIL processes (Incident, Problem, Change, Asset management), compliance frameworks (GxP, FDA, HIPAA), system validation (CSV), and audit support. As an experienced candidate for the role, your responsibilities will include: - Leading the implementation and configuration of Freshservice (Freshworks ITSM platform) - Customizing service catalog, incident, problem, and change management modules - Integrating Freshworks with enterprise systems such as Active Directory and monitoring tools - Designing and developing end-to-end workflows across IT and business functions - Implementing automation using Workflow Automator, Orchestration rules, SLA, and escalation policies - Ensuring compliance with regulatory standards like GxP, FDA 21 CFR Part 11, HIPAA, or similar regulations - Participating in CSV (Computer System Validation) processes including IQ/OQ/PQ documentation, validation testing, and audit readiness - Configuring modules such as Incident, Change, Problem, Release management, Asset and Configuration Management (CMDB) - Developing custom scripts, APIs, and integrations as required - Building and maintaining integrations with monitoring tools, HR systems, CRM tools, and collaboration platforms - Collaborating with IT, Quality, Compliance, and Business teams to translate business requirements into technical solutions - Providing L3 support, troubleshooting complex issues, and identifying optimization opportunities for continuous improvement - Driving best practices for ITSM and service delivery maturity The qualifications required for this role are: - Bachelor's degree in computer science, Engineering, or related field - 5+ years of experience in ITSM platforms with preference for Freshworks - Hands-on experience with Freshservice/Freshdesk configuration, workflow automation, and scripting - Experience in regulated industries such as life sciences, pharma, and healthcare - Strong understanding of ITIL processes (Incident, Problem, Change, Asset management), compliance frameworks (GxP, FDA, HIPAA), system validation (CSV), and audit support.