Symphony Summit ITSM

Role: Symphony Summit Experience: 7-11 Years Location: PAN India Notice Period : Immediate-30 Days Job Description: Symphony Summit ITSM

• Very good hands on experience on Symphony Summit AI is a MUST.
• Supporting technical configuration of applicable Symphony AI modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, ITAM , CMDB and Reporting.
• Work with functional and IT teams to deliver automated workflow solutions in Symphony AI.
• Support Symphony AI integration with other 3rd party tools Jira/SAP/Devops/monitoring tools (Tivoli/MonIT).
• MUST ensure SLA management of BAU tool tickets – Incident/Service Request/Problem/Change tickets.
• Configure and develop Catalogue workflows from simple to complex and application user interfaces (UIs) as well as customize Symphony AI application.
• Configure and implement Symphony AI scripts in the form of business rules.
• Need good exposure on java scripts deployed in Symphony Summit AI.
• Support and Configure Symphony AI discovery and orchestration along with CMDB build for IT services.
• Administration, development, documentation and technical support of the Symphony AI platform.
• Assist in Symphony AI administration functions associated to project development and business unit adoption to Symphony AI
• Support and Configure KPI reports, advance report creation(Izenda 7) and dashboard as ongoing BAU requirement.
• Good knowledge and exposure on webservices, rest API, LDAP integrations, Azure AD integration.
• Support and Configure CSAT question for Ticket CSAT surveys.
• Support and Configure SLA and OLA for IT services as per BAU requirements.
• Configure Escalation matrix for SLA breaches.
• Provide training to IT team on Symphony AI usage and reporting on ongoing basis in BAU.
• Provide User Guidelines for Symphony AI operations.
• Test cases creation and testing/validation along with user Manual creation for BAU support on new or existing features.
• Have a good understanding on Tool architecture, HLD/LLD, Integration and infra (server and Database)
• Expert in designing and deploying automated workflow solutions along with Incident, Change Configuration and Service Request Management processes.
• Functional testing following set rules for test progress.
• Having good communication, excellent analytical, troubleshooting, problem solving and presentation skills.
• Interact with the stakeholders (end users, project leads, technology etc.) to understand the system & testing requirements.
• Analyzing and troubleshooting of issues/bugs and requests and suggesting appropriate solutions
• Collaborating with the stakeholder and vendors in working towards resolution of support requests
• Understanding of SQL Database and store procedures to ensure database integrity.
• Expert in technical problem-solving skills

• 6years experience as a Symphony AI System Administrator and Developer
• Bachelor’s degree in computer information systems, Management Information Systems, Computer Science or other related field or higher (preferred)
• Extensive background in Symphony Summit AI tool implementation.
• Experience in Symphony AI scripting and building report templates.