Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries. 
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests. 
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

Job Summary

We are seeking an experienced Senior Engineer (Freshworks) to design, implement, and optimize IT service management (ITSM) workflows in a regulated life sciences environment. The ideal candidate will have strong hands-on expertise in Freshservice/Freshworks platform, workflow automation, and compliance-driven environments (e.g., GxP, FDA, or equivalent).

You will play a key role in enabling efficient service delivery while ensuring adherence to regulatory, security, and audit requirements.

Key Responsibilities

1. Freshworks Platform Implementation

• Lead implementation and configuration of Freshservice (Freshworks ITSM platform)
• Customize service catalog, incident, problem, and change management modules
• Integrate Freshworks with enterprise systems (e.g., Active Directory, monitoring tools, CMDB)

2. Workflow Design & Automation

• Design and develop end-to-end workflows across IT and business functions
• Implement automation using:
• Workflow Automator
• Orchestration rules
• SLA and escalation policies
• Optimize workflows for efficiency, scalability, and user experience

3. Regulatory Compliance & Validation

• Ensure compliance with GxP, FDA 21 CFR Part 11, HIPAA, or similar regulations
• Participate in CSV (Computer System Validation) processes:
• IQ/OQ/PQ documentation
• Validation testing and audit readiness
• Maintain audit trails, data integrity, and system security

4. Configuration & Customization

• Configure modules including:
• Incident, Change, Problem, Release management
• Asset and Configuration Management (CMDB)
• Develop custom scripts, APIs, and integrations as required
• Configure role-based access controls and governance models

5. Integration & Data Management

• Build and maintain integrations with:
• Monitoring tools (e.g., Splunk, Dynatrace)
• HR systems, CRM tools, and collaboration platforms
• Ensure accurate data mapping and synchronization across systems

6. Stakeholder Collaboration

• Work closely with IT, Quality, Compliance, and Business teams
• Translate business requirements into technical solutions
• Support workshops, demos, and user adoption initiatives

7. Support & Continuous Improvement

• Provide L3 support and troubleshoot complex issues
• Identify optimization opportunities and implement enhancements
• Drive best practices for ITSM and service delivery maturity

Technical Skills

Required Qualifications

• Bachelor’s degree in computer science, Engineering, or related field
• 5+ years of experience in ITSM platforms (Freshworks preferred)
• Hands-on experience with:
• Freshservice / Freshdesk configuration
• Workflow automation and scripting
• Experience working in regulated industries (life sciences, pharma, healthcare)
• Strong understanding of:
• ITIL processes (Incident, Problem, Change, Asset mgmt.)
• Compliance frameworks (GxP, FDA, HIPAA)
• Experience in system validation (CSV) and audit support

Preferred Qualifications

• Freshworks certifications (Freshservice Admin / Developer)
• Experience with REST APIs, webhooks, and integrations
• Knowledge of AI/automation features (e.g., Freddy AI) within Freshworks
• Familiarity with DevOps and Agile methodologies
• Experience working in global, cross-functional teams

Nice-to-have skills

Key Skills

• ITSM & Workflow Automation
• Freshworks / Freshservice Platform Expertise
• Regulatory Compliance (GxP, FDA)
• System Integration & API Development
• Problem-solving & Analytical Thinking
• Communication & Stakeholder Management

Success Criteria

• Successful deployment of compliant Freshworks workflows
• Improved service efficiency and reduced ticket resolution times
• Audit-ready systems with complete documentation
• High user adoption and satisfaction

Qualifications

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.