Freshservice / Freshdesk Developer (ITSM)

- Location: Remote
- Type of contract: Full-time
- Compensation: 55,000 MXN / month

About the role We're looking for an ITSM-focused developer to build on and extend our Freshworks stack (Freshservice and Freshdesk). This is a hands-on engineering role with a strong service-management core — you won't just write code, you'll translate ITIL processes into reliable, low-touch workflows. You'll design and ship custom apps, integrations, and automations that connect our ITSM platform to identity, endpoint, and monitoring systems, always with an eye on how the work improves incident, problem, change, and asset management outcomes.

Because this position sits at the intersection of engineering and service management, a solid, practical understanding of ITIL and ITSM practices is as important as your technical skills. You'll work closely with service management and IT leadership, translating business and process requirements into maintainable technical solutions.

What you'll do

- Build custom apps on the Freshworks Developer Platform using FDK (Freshworks Development Kit) — both frontend apps and serverless (Node.js) apps that extend Freshservice/Freshdesk beyond native configuration.
- Develop integrations between Freshservice/Freshdesk and Microsoft Entra ID, Intune, Defender, and monitoring/observability platforms via REST APIs, webhooks, and Orchestration Center.
- Automate workflows for routing, approvals, escalations, and notifications using Workflow Automator, business rules, and custom scripting, reducing manual effort across the service desk.
- Extend the data model with custom objects, custom fields, and service catalog items that support ITIL-aligned incident, problem, change, knowledge, and asset/discovery processes.
- Build dashboards and reporting for IT leadership, working with the analytics/reporting APIs and BI tooling to surface operational metrics tied to service management KPIs.
- Own the delivery lifecycle for platform customizations: version control, testing,



sandbox/staging validation, deployment, and documentation.
- Configure and optimize service catalogs, SLAs, assignment groups, and approval logic in partnership with service management and process owners.
- Lead technical continual improvement, identifying automation and integration opportunities that improve SLA compliance, reduce backlog, and raise first-contact resolution.

What you'll bring ITSM & process knowledge (essential)

- Solid, demonstrable grasp of ITIL 4 and the core ITSM processes — incident, problem, change, knowledge, request, and asset/configuration management — and how they translate into a Freshservice/Freshdesk implementation.
- Experience configuring or optimizing service management processes (SLAs, service catalogs, assignment and approval logic) within an ITSM platform, not just building on top of it.
- Ability to partner with service management and process owners, speaking the language of service delivery as fluently as the language of code.

Engineering (essential)

- 3+ years building on SaaS/ITSM platforms or developing integrations, with strong command of REST APIs, webhooks, and JSON.
- 3+ years hands-on with Freshservice and/or Freshdesk development (FDK / Freshworks Developer Platform) and/or advanced administration.
- Proficiency in JavaScript / Node.js; comfort with HTML/CSS for custom app UIs, and a scripting language (e.g., Python) for integration work.
- Experience integrating with identity, endpoint, and security tooling (Entra ID, Intune, Defender) and/or monitoring platforms.
- Familiarity with version control (Git), testing, and CI/CD practices.
- Ability to translate business requirements into practical, maintainable technical solutions.

Desirable qualifications

- Freshworks platform / developer certifications
- ITIL 4 Foundation certification
- Freshservice IT Asset Management and Discovery experience
- Hands-on Microsoft Entra ID, Intune, or Defender integration experience
- Experience with Orchestration Center / orchestration apps and Freddy AI
- BI / reporting tools (e.g., Power BI)

📌 Freshservice / Freshdesk Developer (ITSM) (México)
🏢 Value2Biz
📍 México