Introduction: Location: Bangalore/Pune

Experience: 2-6 Years

Role Overview

Job Description : Key Responsibilities

- Configure and implement ITSM modules such as Incident, Problem, Change, Service Request, and Knowledge Management in any ITSM Tool.
- Develop and maintain CMDB and ITAM modules, including asset lifecycle management, discovery integrations, and relationship mapping.
- Collaborate with Project Managers (PM) and Solution Architects (SA) to ensure successful project delivery.
- Design and develop Service Catalogs using form builders, including workflows, conditional logic, and approval processes.
- Maintain technical documentation, SOPs, and configuration guidelines.
- Participate in UAT, go-live, and hypercare support, ensuring smooth deployment and adoption.
- Ensure seamless handover to support teams with proper KT and documentation.
- Monitor and improve CSAT scores through efficient ticket handling and service delivery.
- Ensure compliance with ITIL processes and governance standards (incident, change, request, and timesheet tracking).
- Drive zero escalations through strict adherence to process governance (IT tickets, service requests, timesheets).
- Maintain accurate and timely updates of project schedules in the Smartsheet.
- About Us: Key Skills & Requirements
- Hands-on experience with ITSM/ITAM tools and platforms.
- Strong understanding of CMDB, asset management, and service workflows.
- Experience in dashboard creation, reporting, and automation.
- Good troubleshooting and debugging skills.




- Strong communication and stakeholder management abilities.
- Ability to work in a fast-paced, cooperative environment.
- Basic understanding of: o Servers, networks, virtualization

o Cloud environments (Azure/AWS)

o Endpoint management tools

- Certifications (Valuable to Have)

o ITIL Foundation (almost mandatory)

o ITAM / SAM certifications

o Cloud certifications (Azure/AWS basics)

- Basics of Generative AI and LLMs (Large Language Models)
- Preferred Qualifications
- Bachelor’s degree in computer science, Information Technology, Electronics, or a related field.
- Experience in managed services with exposure to Agile or ITIL frameworks.
- Prior experience in customer-facing roles is an advantage.
- Other Responsibilities
- Debug and troubleshoot platform issues, including logs, scripts, and integration failures.- Goot To have Skills
- Awareness of emerging trends such as AI-driven self-healing systems, Copilot-style assistants in ITSM tools
- Chatbot / Virtual Agent Basics
- Basic Scripting for AI Integration
- AI-Assisted Analytics

o Using GenAI for:

- Report summaries

- Trend insights from incidents/assets

o - Integration with tools like Power BI for narrative insights

- Prompt Engineering (Very Important)

o Writing effective prompts for:

- Incident summarization

- Auto-resolution suggestions

- Knowledge article generation

o Techniques:

- Role-based prompting

- Few-shot prompting

- Structured outputs (JSON/table format)

📌 Product Engineer (Whitefield)
🏢 SymphonyAI
📍 Whitefield