Senior ITSM Administrator – Symphony Summit AI Jumbo Electronic Co. Ltd ( LLC )

ROLE OVERVIEW: We are seeking a highly skilled Senior Symphony Summit AI ITSM Administrator to lead the administration, configuration, and enhancement of our client’s IT Service Management platform. This role requires strong technical expertise in SummitAI customizations, scripting, workflows, automations, custom form development, integrations, and developing advanced reports and dashboards.

The Senior ITSM Administrator will work closely with cross-functional IT teams, business stakeholders, and vendors to optimize ITSM processes, improve service delivery capabilities, and support IT transformation initiatives.

KEY RESPONSIBILITIES:

Platform Administration & Configuration

Administer and manage the Symphony SummitAI ITSM platform including Incident, Service Request, Change, Problem,

Asset & CMDB modules.

Configure custom forms, UI elements, categories, templates, SLAs, automations, and business rules.

Maintain user accounts, roles, groups, permissions, and security controls.

Perform system upgrades, patches, health checks, and platform maintenance.

Workflow & Automation Development

Design, develop, and enhance workflow automations, orchestration flows, approval chains, and ticket lifecycle rules.

Build and maintain custom scripts, macros, and Summit automation code to streamline processes.

Integrate ITSM platform with third-party tools (AD, Intune, SCCM, Jira, HRMS, Email Gateway, etc.) via APIs and middleware.

Custom Development

Build custom forms, service catalog items, UI enhancements, and extensions within Summit.

Develop reusable components and automation playbooks aligned with IT processes (ITIL V4).

Reporting & Analytics

Develop advanced reports, dashboards, and BI insights in SummitAI for operations, compliance, and leadership.

Automate scheduled reports and build executive dashboards.

Process Optimization & Governance

Work with ITSM team to drive process improvements and ensure alignment with ITIL best practices.

Conduct system reviews, performance tuning, and continual service improvement initiatives.

Provide end-user training, documentation, SOPs, and L3 support.

Required Skills & Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field.

5–8+ years' experience in ITSM, with 3+ years hands-on with Symphony SummitAI.

Strong expertise in:

SummitAI configuration & administration

Workflow automation and scripting

Custom forms / service catalog development

API integration & automation scripts

Report and dashboard development

Good understanding of ITIL processes; ITIL Foundation certification preferred.

Experience with Active Directory, API/Web Services, SQL, PowerShell or similar scripting languages.

Strong analytical, communication, and documentation skills.

Ability to work independently and manage multiple enhancements/projects.

Preferred Competencies

Experience with enterprise IT environments (Airline, Telecom, Retail, Group Companies etc.).

Exposure to CMDB design, discovery tools, and Asset Management.

Familiarity with automation tools like RPA, Orchestration engines (advantage).

Knowledge in Service mapping, HR helpdesk, Facilities helpdesk modules.