Collaboration with stakeholders will be essential as you gather requirements, define project scope, and design comprehensive solutions. You will manage the end-to-end implementation of ServiceNow projects, including configuration, customization, integration, and testing, and implement ServiceNow Sprints for agile project delivery. Additionally, you will be responsible for designing and deploying GenAI Now Assist solutions and Performance Analytics Dashboards.

As part of the role, you will design and implement integrations between ServiceNow and other enterprise systems using technologies such as REST and SOAP, leveraging ServiceNow's automation capabilities to streamline IT processes and improve service delivery. Ensuring seamless data flow and process automation across various IT systems will be a priority. You will also utilize Automation Engine/Integration Hub and RPA Hub to integrate commercial off-the-shelf (COTS) and other business applications for enhanced workflow orchestration.

In this position, you will establish governance standards and enforce policies and procedures related to ServiceNow platform usage, ensuring compliance with industry standards and security requirements. Monitoring platform performance and conducting audits to identify opportunities for optimization will be part of your role, as will developing personas and strategies to enhance the user experience, particularly for the Employee Self-Service Portal. You will also focus on improving workflows, such as reducing password reset requests to the ServiceDesk.

Additionally, you will provide leadership and mentorship to junior team members, including architects, developers, and administrators. Conducting training sessions and workshops to bolster the team's proficiency in ServiceNow technologies will be expected, and you will foster a collaborative and innovative work environment that supports continuous learning and professional development.

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 certification programs. 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 Technical and Professional Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 12-15 years of experience in IT service management, enterprise architecture, and ServiceNow platform
• Proven track record of successfully designing and implementing complex ServiceNow solutions in large-scale enterprises
• Experience with ServiceNow Common Service Data Model (CSDM) and ServiceNow Sprints for agile project delivery
• At least 5 successful implementations of ServiceNow
• In-depth knowledge of ServiceNow platform architecture, modules, and capabilities
• Expertise in ServiceNow ITSM Pro, ITOM Pro, SPM, ITAM, IRM, and CMDB.
• Proficiency in scripting languages (JavaScript, GlideScript) and integration technologies (REST, SOAP, JSON, XML)
• Experience with ServiceNow CMDB, Discovery, Orchestration, and automation tools.
• Implementation experience with SaaS tools like Amazon Connect, SCCM, Aternity DEM, and Automation Anywhere RPA
• Knowledge of integration using Automation Engine/Integration Hub and RPA Hub for COTS and other business applications for workflow orchestration
• Ability to design GenAI Now Assist solutions and Performance Analytics Dashboards
• Excellent communication, presentation, and interpersonal skills with analytical and problem-solving abilities
• Ability to work effectively in a fast-paced, dynamic environment
• Leadership skills with the ability to mentor and guide team members

Preferred Technical and Professional Experience

• Master's degree in Computer Science, Information Technology, or a related field

Certifications Required

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Certified Technical Architect (CTA)
• ServiceNow Certified Master Architect (CMA)
• ITIL v3/v4 Foundation Certification (preferred)

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.