Service Management

Who We AreAt 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 RoleA Change and Problem Management Coordinator is responsible for overseeing the processes related to change management and problem resolution within an organization They ensure that changes are implemented smoothly and efficiently and that problems are identified analyzed and resolved in a timely manner Roles and ResponsibilitiesChange Management Planning and Coordination Develop and implement change management plans ensuring minimal disruption to business operations Approval Process Facilitate the approval process for changes ensuring all necessary stakeholders are informed and involved Communication Communicate changes effectively to all relevant parties including IT teams management and end-users Documentation Maintain detailed records of all changes including the rationale implementation steps and outcomes Risk Assessment Identify and assess potential risks associated with changes and develop mitigation strategies Problem Management Problem Identification Detect and log problems reported by users or identified through monitoring systems Root Cause Analysis Conduct thorough investigations to determine the root cause of problems Resolution Coordination Coordinate with various teams to develop and implement solutions to problems Documentation Document all problem management activities including root cause analysis resolution steps and lessons learned Continuous Improvement Analyze problem trends and recommend improvements to prevent recurrence Collaboration and Communication Stakeholder Engagement Work closely with stakeholders to understand their needs and ensure their requirements are met Team Coordination Collaborate with IT teams service desk staff and other departments to ensure effective problem resolution and change implementation Reporting Generate and present reports on change and problem management activities highlighting key metrics and outcomes Compliance and Standards Adherence to Policies Ensure all change and problem management activities comply with organizational policies and industry standards Audit Support Assist with internal and external audits related to change and problem management processes Who You AreYoure 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 youre open and borderless naturally inclusive in how you work with others Required Technical and Professional Expertise At least 5 years of experience in a similar role preferably in an IT or technical setting Excellent communication and interpersonal skills with the ability to explain technical information to non-technical individuals Fluent in Japanese JLPT N3 or above and English both written and verbal Experience in working with Japanese clients or in a multicultural team is preferred Ability to work independently and manage multiple tasks and deadlines Experience with IT service management tools e g ServiceNow Jira Preferred Professional Experience Excellent communication and interpersonal skills with the ability to explain technical information to non-technical individuals Experience in working with Japanese clients or in a multicultural team is preferred Ability to work independently and manage multiple tasks and deadlines Keen on personal and professional development Being YouDiversity is a whole lot more than what we look like or where we come from its how we think and who we are We welcome people of all cultures backgrounds and experiences But were 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 Thats the Kyndryl Way What You Can ExpectWith 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 xe2x80x98How Did You Hear About Us during the application process select xe2x80x98Employee Referral and enter your contact s Kyndryl email address