Description :

Role Overview :

We are seeking an experienced ITSM Consultant to design, implement, and support enterprise IT Service Management solutions using SymphonyAI ITSM and similar platforms. The role involves end-to-end implementation, system integration, demonstrates strong ITIL knowledge, and close collaboration with customers to ensure smooth adoption and operational excellence.

Key Responsibilities :

- Install, configure, and customize SymphonyAI ITSM solutions across cloud and on-premises environments, covering modules such as Incident, Service Request, Change, Problem, CMDB, Chatbot, and Service Automation.

- Design and implement ITSM processes aligned with ITIL best practices and customer operational requirements.

- Integrate ITSM platforms with enterprise systems using REST APIs, web services, and automation frameworks.

- Configure workflows, business rules, forms, notifications, SLAs, and reports to meet business needs.

- Perform unit testing, system testing, and user acceptance testing (UAT) to ensure quality and functional accuracy of implementations.

- Support customers during Hypercare and post-go-live phases, including issue resolution, configuration tuning, and knowledge transfer.

- Guide and train customer users and administrators on implemented solutions and best practices.

- Create and maintain implementation documentation, configuration guides, and operational runbooks.

- Collaborate with internal teams and customer stakeholders to ensure successful delivery and continuous improvement.

Required Skills & Experience :

- 4-6 years of hands-on experience in ITSM tool implementation or support, working with platforms such as SymphonyAI ITSM, ServiceNow, BMC Helix, Jira Service Management, or Ivanti.

- Strong understanding of ITIL processes and IT operations, with practical experience implementing Incident, Problem, Change, Request, and CMDB workflows.

- Experience using scripting languages such as JavaScript, Python, or PowerShell to extend platform capabilities and automate processes.

- Hands-on experience integrating systems using REST/SOAP APIs, webhooks, and automation tools.

- Working knowledge of databases (SQL, MySQL) for reporting, troubleshooting, and data validation.

- Familiarity with web technologies such as HTML and CSS for form customization and UI enhancements.

- Strong problem-solving skills with the ability to troubleshoot configuration and integration issues effectively.

- Excellent communication skills to interact with customers, understand requirements, and provide clear guidance.

- Ability to document technical solutions, configurations, and operational procedures clearly.

Preferred Qualifications :

- ITIL Foundation certification (v3 or v4).

- Experience with chatbots, service automation, or AI-driven ITSM features.

- Exposure to enterprise IT environments and multi-vendor integrations.