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
Requirements:
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.

---