ServiceNow Lead

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 ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes. 

You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.

As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem.

If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Your Future at Kyndryl
Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit.

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 Expertise

Having 7 +years of Experience in ServiceNow lead and Platform Expertise & Module Coverage

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

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

Configuration & Administration:

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

Service Catalog & SLA Management:

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

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

Incident & Issue Resolution:

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

Coordinate with OEM and EXL teams for faster resolution of P1–P4 incidents

Enhancement & Impact Assessment:

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

Reporting & Analytics:

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

Provide CXO and leadership-level reports and analytics

Preferred Technical and Professional Expertise:

Governance & Communication:

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

 Training & Consulting:

Conduct functional refresher and user training sessions.

Support license utilization reporting and optimization.

Provide consulting for new ServiceNow modules, processes, or integrations

Innovation & Optimization:

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

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.