Customer Service Management

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 solving complex problems? Do you thrive in a fast-paced environment? Then there’s a good chance you will love being a part of our Software Engineering – Development team at Kyndryl, where you will be able to see the immediate value of your work. As a Software Engineering - Developer at Kyndryl, you will be at the forefront of designing, developing, and implementing cutting-edge software solutions. Your work will play a critical role in our business offering, your code will deliver value to our customers faster than ever before, and your attention to detail and commitment to quality will be critical in ensuring the success of our products. Modules Service Now Module:FSM/CSM/Now Assist/Agentic AI Roles and responsibilities Develop and implement ServiceNow CSM, FSM, and other modules from initiation to completion, tailored to meet customer requirements.. Perform system testing, troubleshooting, and issue resolution during the implementation phase Collaborate with technical teams to define integrations with other systems and applications, ensuring seamless data flow Write and update scripts (JavaScript) across various modules to develop rules, workflows, APIs, and integrations. Focus on high code quality and re usability, ensuring solutions are efficient and maintainable. Create and manage case management workflows for efficient issue resolution. Create and manage knowledge bases to support self-service and enhance support efficiency Create, execute, and evaluate customer feedback surveys to maintain consistent service enhancement. Omani-Channel: Manage multiple communication channels for a seamless customer experience. Customer Service Principles: Implement customer service best practices to enhance service quality and ensure customer satisfaction. Customer Journey Mapping: Create and analyze customer journey maps to identify areas for improvement and address pain points effectively. Field Service Operations: Enhance field service processes from dispatching to tracking and reporting, thereby increasing overall service quality and efficiency. Configuration and Customization: Tailor and configure ServiceNow FSM applications to fulfill business requirements, encompassing the creation and maintenance of forms, workflows, notifications, and reports. Integration: Integrate ServiceNow FSM with other systems and third-party applications for smooth data flow and automation. Your Future at Kyndryl As a Business Process Consultant at Kyndryl you will join the Kyndryl Consultant Profession, working with other Kyndryl Consultants, Architects, Project Managers, and cross-functional Technical Subject Matter Experts – presenting unlimited opportunities with unmatched support through our investment in your learning, training, and career growth. 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 border less – naturally inclusive in how you work with others. Required Technical and Professional Experience 8+ Years of hands-on experience in ServiceNow development. 5+ years of experience in developing and implementing ServiceNow CSM solutions, with a focus on case management, knowledge management, surveys, and omnibus-channel processes, Experience in developing and implementing ServiceNow FSM solutions, particularly focusing on work orders, tasks, scheduling, and resource management. Completion of Customer Service Management (CSM) Professional Plus Suite. Preferred Technical and Professional Experience CIS-CSM (Certified Implementation Specialist - Customer Service Management) certification 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.