| Location | Jacksonville, FL |
| Job Type | Contractor |
We are seeking an experienced Solution Architect with strong hands-on Freshservice expertise to design, implement, and optimize enterprise IT service management solutions. Freshservice experience is a critical requirement for this role. The Solution Architect will work closely with business stakeholders, engineering teams, infrastructure teams, and project managers to define solution architecture, technical standards, integrations, and implementation strategies.
The ideal candidate should have strong hands-on experience with Freshservice and IT Service Management (ITSM) platforms, along with a strong understanding of enterprise architecture, cloud technologies, integrations, automation, and IT operations
Preferred
ITIL or Freshservice/Freshworks certification.
Experience with enterprise-level Freshservice implementations.
Experience with AI-driven ITSM and enterprise integrations.
Design and implement end-to-end solutions using Freshservice.
Configure and manage ITSM processes, including Incident, Problem, Change, Release, Service Request, Knowledge, Service Catalog, and SLA Management.
Design and implement CMDB, IT Asset Management (ITAM), IT Operations Management (ITOM), and Enterprise Service Management (ESM) solutions.
Develop Freshservice workflows, automation, orchestration, dashboards, and reporting.
Design and manage integrations using REST APIs, webhooks, and third-party applications.
Leverage Freshservice Freddy AI and self-service capabilities to improve service delivery.
Work closely with business, infrastructure, security, DevOps, and engineering teams.
Create solution architecture diagrams, technical documentation, and implementation plans.
Ensure solutions are scalable, secure, and aligned with enterprise architecture standards.
Candidate must have hands-on experience with Freshservice.
8+ years of IT experience with Solution Architecture experience.
Strong hands-on Freshservice experience is mandatory.
Strong knowledge of ITSM / ITIL processes.
Experience with ITAM, ITOM, CMDB, and ESM.
Strong experience with APIs, integrations, automation, and workflows.
Knowledge of AWS, Azure, or GCP.
Excellent communication, problem-solving, and stakeholder-management skills.
Bachelor’s degree in Business, Management, Engineering, or a related field
Symbiotic Consulting Group is one of the fastest-growing information technology providers, offering a wide range of IT services and solutions. At Symbiotic Consulting Group, our mission is to empower our clients through technology and business process improvements. Through effective partnering, we design and build world-class solutions tailored to our clients’ needs.