Introduction:
Location: Bangalore/Pune
Experience: 2–6 Years
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.
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).
- 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.
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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, collaborative environment.
- Basic understanding of:
o Servers, networks, virtualization
o Cloud environments (Azure/AWS)
o Endpoint management tools
- Certifications (Good 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)
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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.
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Other Responsibilities
- Debug and troubleshoot platform issues, including logs, scripts, and integration failures.
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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)
