About the role
Introduction SymphonyAI is a leading enterprise AI solutions provider empowering retailers and manufacturers to optimize business operations through customer insights. We focus on delivering transformative outcomes that enhance margins, profits, and customer loyalty for clients across 70 countries. Our commitment to innovative technology and strategic collaboration positions us as a preferred partner for leading retailers and manufacturers globally. Job Description Role Overview We are looking for a skilled and proactive Product Engineer with experience in ITSM, ITAM implementations. The ideal candidate will work closely with cross-functional teams to deliver high-quality solutions, ensure smooth operations, and enhance customer satisfaction. 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). Troubleshoot, debug, and resolve application and configuration issues. 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. Key Skills &