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 Code: 042026/04
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
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