Servicenow Admin

**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**

Kyndryl is seeking a dynamic and strategic Delivery Portfolio Manager to join our team of talented Technical Specialists. In this role, you will have a unique opportunity to shape and drive the delivery of innovative and complex projects for our customers. You will partner with senior leaders in the organization to develop and execute a portfolio of projects that meet and exceed customer expectations, focusing on the overarching goals.

As a Delivery Portfolio Manager at Kyndryl, you will play a critical role in the delivery of WMS services on assigned accounts. You will work closely with account leaders to plan and prioritize the portfolio of projects, identify potential risks to project delivery, and develop mitigation strategies.

With a keen eye for detail, you will track the performance of each project in the portfolio, monitor progress against timelines, budgets, and quality standards, and continually evaluate and improve delivery processes to ensure efficient and effective project delivery. Your contribution will be instrumental in ensuring the growth of the business by understanding the issues and requirements and responding to requests for new services.

Your Future at Kyndryl
Kyndryl has a global footprint, which means that as a Delivery Portfolio Manager at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - combining technical acumen with project and portfolio management skills, offering a wide range of professional and personal growth opportunities that you won’t find anywhere else.

**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 Skills and Experience
- Having 3+ years of experience ServiceNow SME
- Core Responsibilities
- Provide expert-level support across ServiceNow modules including ITSM, ITOM, ITAM, and Workplace Service Delivery (WSD) 1.
- Manage and optimize integrations with various enterprise systems such as AD/LDAP/SSO, Oracle ERP, SCCM, JAMF, Power BI, and others 1.
- 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 1.
- 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 1.
- Coordinate with OEM and EXL teams for faster resolution of P1-P4 incidents 1.
- 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 1.
- Reporting & Analytics
- Build and modify OOB and custom reports and dashboards, including Power BI integrations.
- Provide CXO and leadership-level reports and analytics 1.
- 7. 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 1.
- Training & Consulting
- Conduct functional refresher and user training sessions.
- Support license utilization reporting and optimization.
- Provide consulting for new ServiceNow modules, processes, or integrations 1.
- 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 1.

Preferred Skills and Experience
- Six Sigma, PMP, and/or ITIL certifications
- Excellent communication skills to interact with technical and non-technical stakeholders effectively
- Experience in stakeholder management, negotiation, and conflict resolution

**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 Net