ServiceNow Lead

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic and collaborative environment where your ideas can shape the future of quality standards? Look no further - join Kyndryl as a Tech Quality Specialist and embark on a rewarding journey to revolutionize customer satisfaction.

As a Tech Quality Specialist, you will be at the forefront of our commitment to excellence. You will foster a culture of quality that goes beyond meeting customer needs - we aim to exceed expectations and create raving fans. Collaborating closely with the Customer Service Center (CSC) Quality lead and a team of talented Quality Specialists, you will build strong relationships and work together to develop innovative solutions that leave a lasting impact.

No two days will be the same in this role. Your passion for improvement will drive you to proactively identify areas for enhancement and implement changes that lead to continuous performance advancements. By leveraging your expertise in Defect Prevention methodologies, you will eliminate wasteful practices and drive process improvements that elevate our standards to new heights.

As the owner and driver of the Quality Call Process, you will ensure that our customer interactions are of the highest quality. Through meticulous call monitoring and insightful feedback, you will empower our team to consistently deliver exceptional service. Similarly, as the master of the Documentation Check Process, you will guarantee that our ticket records are flawless, adhering to strict standards and utilizing Computer Telephone Integration (CTI) effectively.

Your influence will extend beyond day-to-day operations. Regularly presenting to both your team and the management team, you will be the voice of quality improvement, sharing insights, and inspiring change. With your expertise in Root Cause Analysis, you will uncover the top defect areas, enabling the rollout of targeted action plans that drive significant results.

At Kyndryl, we believe that quality is not just a goal but a way of life. If you are ready to make an impact, challenge the status quo, and revolutionize customer satisfaction, then this is the role for you. Join us as a Tech Quality Specialist and be part of a team that is dedicated to setting new standards of excellence in the tech industry.

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills and Experience

Having 4+ years of experience in ServiceNow SME

Provide expert-level support across ServiceNow modules including ITSM, ITOM, ITAM, and Workplace Service Delivery (WSD) 1.

Manage and optimize integrations with various enterprise systems such as AD / LDAP / SSO, Oracle ERP, SCCM, JAMF, Power BI, and others 1.

Configure and manage master data, user roles, permissions, and bulk data operations.

Administer MID server, monitor scheduled jobs, integration services, and perform daily health checks.

Drive automation and proactively flag service interruptions 1.

Create and modify service request catalogs (simple to complex) for scoped modules.

Configure SLAs, auto-assignment rules, approval workflows, and business logic changes 1.

Address user queries and resolve issues by monitoring application / system logs.

Coordinate with OEM and EXL teams for faster resolution of P1-P4 incidents 1.

Assess impact of changes to existing functionality or integrations.

Modify or create notifications, security roles, ACLs, business rules, and integrations (uni- / bi-directional).

Develop new fields, validation rules, and workflows 1.

Build and modify OOB and custom reports and dashboards, including Power BI integrations.

Provide CXO and leadership-level reports and analytics 1.

Deliver daily, monthly, and quarterly status updates and governance reports.

Coordinate with product vendors and utilize Hi Portal for issue resolution.

Conduct unit testing in Dev before UAT release 1.

Conduct functional refresher and user training sessions.

Support license utilization reporting and optimization.

Provide consulting for new ServiceNow modules, processes, or integrations 1.

Lead initiatives in digital operations, proactive operations, and zero-incident strategies.

Perform tool maturity assessments, predictive intelligence evaluations, and AI readiness checks.

Recommend and implement industry best practices and GenAI solutions 1.

Preferred Skills and Experience

• Bachelor's degree in Computer Science, Information Security, or a related field
• Familiarity with quality management frameworks, including data quality, such as International Standards Organization (ISO) or
• Capability Maturity Model Integration (CMMI), is beneficial
• Collaborative approach to work effectively with cross-functional teams, including developers, project managers, and product owners
• Ability to articulate process improvement techniques to leadership
• Understanding of systems and infrastructure designed and created to organize delivery of the service

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily : Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.

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