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- Tasks: Lead the design and implementation of our ITSM platform, optimising workflows and service delivery.
- Company: Join Netstratum, a global leader in telecom tech and innovative software solutions.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Dynamic workplace with a focus on learning and career advancement.
- Why this job: Make a real impact by transforming ITSM processes in a fast-paced environment.
- Qualifications: 5+ years experience with Freshservice and strong ITSM migration skills required.
The predicted salary is between 60000 - 75000 £ per year.
Netstratum is a global product development company specializing in custom software and enterprise IT services. With teams across ten global locations, we combine local insight with global expertise to deliver innovative, purpose-driven solutions. As a leader in telecom tech, we build secure, high-performance Unified Communication Systems used by Tier-1 providers, enterprises, and governments. Our in-house AI platform is built for scale, security, and real-world impact. Join a vibrant, diverse team working on cutting‑edge projects in telecom, AI, IoT, and digital transformation - within a fast‑paced, learning‑focused environment.
Location: Middlesbrough, UK
Experience: 5+ years
Salary: As per Industry Standards
Employment Type: Full Time
Job Description
Netstratum is seeking a highly experienced ITSM professional with deep expertise in Freshservice to lead the design, configuration, and implementation of our service management platform. This role will play a critical part in replacing our existing system, Cherwell Service Management, and ensuring a smooth migration while optimizing workflows and service delivery. This is not a support/admin role—we are looking for someone who can architect, implement, and transform ITSM processes at scale.
Key Responsibilities
- Lead end‑to‑end implementation and optimization of Freshservice
- Design scalable ITSM workflows aligned with ITIL best practices
- Configure advanced automation using workflows, business rules, and triggers
- Build and optimize service catalogs and self‑service portals
Migration & Transformation
- Lead migration from Cherwell to Freshservice
- Translate existing workflows, forms, and automations into Freshservice equivalents
- Oversee data migration (tickets, users, assets, CMDB)
- Ensure minimal disruption and strong user adoption
CMDB & Asset Management
- Design and implement CMDB structure (CI classes, relationships)
- Manage asset lifecycle and integrations with discovery tools
- Establish data governance and maintenance processes
Integrations & Automation
- Integrate Freshservice with third‑party systems (e.g., identity providers, monitoring tools)
- Utilize APIs, webhooks, and automation for system interoperability
- Develop custom solutions where needed (light scripting/logic)
Stakeholder Collaboration
- Work with IT, operations, and business teams to define requirements
- Translate business needs into technical workflows
- Provide guidance on ITSM best practices and platform capabilities
Required Qualifications
- 5+ years of hands‑on experience with Freshservice (or similar ITSM platforms)
- Proven experience implementing Freshservice in a mid‑to‑large enterprise environment
- Strong experience with ITSM migrations (Cherwell → Freshservice highly preferred)
- Deep expertise in Workflow automation, Business rules & triggers, SLA and approval configurations and Service catalog design
- Experience designing and managing CMDB and asset management systems
- Familiarity with REST APIs, integrations, and automation tools
- Strong understanding of ITIL frameworks
Preferred Qualifications
- ITIL certification (Foundation or higher)
- Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management)
- Experience with Freshworks ecosystem tools
- Experience leading ITSM transformation projects
What Success Looks Like
- Seamless migration from Cherwell to Freshservice
- Highly automated, scalable workflows
- Clean, well‑structured CMDB
- Improved service delivery and user experience
Senior Solution Architect / ITSM Engineer employer: Netstratum Technologies
Contact Detail:
Netstratum Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Solution Architect / ITSM Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to ITSM and Freshservice. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your expertise! Create a portfolio or case studies of your past projects, especially those involving ITSM migrations or workflow automation. This will help us see your hands-on experience and problem-solving skills in action.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Senior Solution Architect / ITSM Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Solution Architect role. Highlight your experience with Freshservice and ITSM migrations, as well as any relevant projects you've led. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. Don't forget to mention your experience with ITIL frameworks and automation tools.
Showcase Your Achievements: When detailing your experience, focus on specific achievements rather than just responsibilities. Use metrics where possible to demonstrate the impact of your work, especially in areas like workflow optimization and service delivery improvements.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Netstratum Technologies
✨Know Your ITSM Inside Out
Make sure you brush up on your knowledge of ITSM principles, especially around Freshservice and its features. Be ready to discuss your past experiences with migrations, particularly from Cherwell to Freshservice, as this will show your direct relevance to the role.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled challenges in previous roles. Think about times when you had to design scalable workflows or optimise service delivery. This will demonstrate your ability to architect and transform ITSM processes effectively.
✨Familiarise Yourself with ITIL Best Practices
Since the role requires a strong understanding of ITIL frameworks, make sure you can articulate how you've applied these best practices in your work. Highlight any ITIL certifications you have, as they can give you an edge in the interview.
✨Engage with Stakeholders
Be prepared to discuss how you've collaborated with various teams in the past. Share examples of how you've translated business needs into technical workflows and provided guidance on ITSM best practices. This will show that you can effectively communicate and work with diverse stakeholders.