Job description

ABOUT THE ROLE:
As a Freshdesk Front-end developer, you will be an essential member of our IT Service Management Team. You will be primarily responsible for the administration and development of the Freshservice platform for our clients. This role must build strong relationships with Information Technology departments and business partners and a full understanding of ITIL Foundations processes for incident, request, change, problem, knowledge, and management. This role will work on Freshservice and other Freshworks products, as well as other integrations such as Azure, AWS and various IT Operations and security products by implementing many of the client-side systems/code that generate the UIs our end-users will interact with. This role will work closely with the IT Service Management Teams, platform engineers, architects, designers, and product managers to develop scalable and maintainable UI systems/features/components.

RESPONSIBILITIES:
In this role you’ll get to..

plan, estimate, do requirement analysis, the layout design of the assigned project and other ongoing projects in a team with Project Manager / Developer / Designer.
work closely with design, product management, and development teams to create elegant, usable, responsive, and interactive interfaces.
maintain and audit code quality as per set guidelines and standards in assigned projects.
test completed tasks in ongoing projects in a team before delivering to the team to ensure on-time delivery.
train and mentor team members.
perform people management to include client teams and technical management.
be responsible for the day-to-day management of the Freshservice platform, including administration, development, documentation, and process improvement within IT and with various business partners throughout the organization.
ensure compliance with all company and client policies and procedures and federal and state laws.
manage agent licenses, roles, and groups to ensure proper access levels.
manage and troubleshoot workflows, integrations, and automations.
develop analytical reports and dashboards for teams to provide meaningful data for Freshservice Implementations
ensure the system is performance as designed.
work with Freshservice Support to manage and troubleshoot issues through to resolution.
produce well-written code using the best software development practices including creating user-friendly website layout by using HTML and CSS while working in collaboration with client teams.
integrate various backend services like Azure AD, Microsoft Teams, remote support tools, and more.
create elegant, usable, responsive, and interactive interfaces across multiple devices.
actively participate in troubleshooting, debugging, and updating system in both production and sandboxes
shepard/execute project plans for road maps and annual business goals.
lead and hold weekly check-in calls with the team members in concert with the Director, IT Service Management
at times lead internal team meetings to ensure development is progressing to plan
understand internal team member issues, provide sound recommendations, and follow through to resolution.
Believe in systematic approach to developing the system through clear documentation (flowcharts, layouts, & etc.) of functionality, address every use case through creative solutions.
create and maintain thorough documentation on all software changes, integrations with APIs, webhooks, workflows, business rules, roles, SLAs, and processes.
develop and maintain training and associated documentation for agents and requesters.
solve problems and make decisions relative to internal needs.
find solutions for data management, process improvements, and automation to create lean efficient business processes throughout the organization.
proactively manage team member relationships
lead team member check-in calls with business partners.
drive initiatives focused on customer satisfaction.
perform other duties as assigned.

REQUIREMENTS:
On day one, we’ll expect you to..

have certification in at least Microsoft Azure Fundamentals
have a certification in at least Information Technology Infrastructure Library Foundation V3 or V4.
have a minimum of 5 years of relevant professional experience with cloud and on-prem infrastructures, ITIL methodologies, and software development.
have a 2+ years of experience as Software Engineer or Software Developer or in a relevant role
be a customer success-focused individual with deep understanding and experience with all forms of IT
have work experience in ITIL foundations and the execution of best practices as it relates to the IT Service Management
be proficient/experienced in Microsoft cloud functions (O365)
have high attention to detail
maintain clear and efficient communication with internal staff and customers.
have the ability to set priorities and complete projects in a fast-paced environment.
have the ability to work quickly, independently, and effectively with little direct supervision.
be committed to the highest standards of quality.
have a fully functional and up-to-date computer with which to perform duties
be willing to install next-generation endpoint protection on the computer
be a current resident of the Philippines and can perform work from there
be willing to work in US Pacific Time (8:00am-5:00pm PST) corresponding to 00:00am -9:00am PH time)

Nice to have

a bachelor’s degree in computer science, information systems, or related field.
industry certifications (Microsoft, BetterCloud, Freshworks Certified App Developer, etc.)

Note: