Associate, Subject Matter Expert

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

**Responsibilities**:

- Subject Matter Expert: Providing support and as required to agents supporting the account and third-party vendor. Handling escalation and outage issues associated with the Service Desk function. Monitoring and tracking open records that are assigned to the Service Desk to confirm that requests are resolved within committed service levels. Coordinating resolution of local facilities emergencies (for example, evacuation, Service Desk phone outages). Working internally and with other vendors operational and technical staff, and with account, to identify solutions that minimize the need to call the Service desk.
- Knowledge Management: Executes the Knowledge Management process and manages or oversees the work of the support staff. Owns, monitors, escalates, and communicates information about Knowledge. Ensures that Knowledge articles adhere to the defined framework of ITIL for Knowledge content. Approve or reject Knowledge documents in a timely manner to enable service levels to be met. Promote the benefits of Knowledge management wherever possible. Discuss Lessons Learned with Knowledge Management as necessary to improve the process. Ensure that processes are fit-for-purpose, efficient, effective, align with business requirements and that the processes support service delivery according to End-user requirements. Oversee continuous service improvements for the Knowledge Management Process

Who You Are
- Should have 4-5+ years of experience overall
- Team management and client interaction skills
- Technical Expertise on Active Directory, Windows, Microsoft Exchange and MAC OS.
- Experience in coaching, feedback, training, and process design is preferred.
- Domain expertise & Knowledge management
- Decision making skills, Conflict management, Process orientation, Client partnering skills, Interpersonal Relationship skills.
- Proficiency in working with MS Office for reporting and analysis.
- Excellent People Management and team handling skills,
- In-depth knowledge of agile framework / practices, quality management and organizational development
- Knowledge of ITIL & IT Service Management

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.

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