Servicenow Service Mapping Architect

**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**

Imagine you're a superhero, with the power to transform businesses from ordinary to extraordinary. As a Business Process Consultant at Kyndryl, you'll be just that - a trusted advisor helping customers achieve their goals and surpass even their own expectations.

As a Business Process Consultant, you will play a crucial role in helping our customers reach their full potential by developing process-driven solutions that drive measurable results. You will work closely with our customers to gain a deep understanding of their unique business needs, challenges, and opportunities. Armed with this knowledge, you will leverage your expertise in aligning processes to technology to design, develop, and deploy custom solutions that exceed their goals.

You will be responsible for analyzing our customers' current business processes, identifying bottlenecks, inefficiencies, and areas for incremental improvement. With your strong analytical skills, you will recommend process changes, new technologies, or appropriate organizational changes that drive efficiency, reduce costs, and improve overall business performance.

In this role, you will also develop a large-scale strategic vision and ensure that all new business processes align with it. You will manage sales processes beyond day-to-day procurement to maintain strong customer relations and ensure that all stakeholders are on board with the recommended solutions.

At Kyndryl, we value collaboration and teamwork. As a Business Process Consultant, you will work closely with all stakeholders, including customers, project managers, and technical teams, to ensure that our solutions meet the highest standards of quality, efficiency, and effectiveness.

**Roles & Responsibilities**

**Service Mapping Design & Architecture**:

- Ensure services are aligned with business functions and observability goals.

**Discovery & Integration**:

- Lead the configuration and tuning of MID Servers, Discovery probes, and patterns to capture CI and relationship data.
- Integrate Service Mapping with ITOM, CMDB, and external monitoring platforms to enrich visibility.
- Automate and maintain discovery schedules to ensure up-to-date and accurate service maps.

**Business & Technical Alignment**:

- Translate business requirements into technical service mapping strategies that support incident response, change impact, and SLA adherence.
- Support efforts in root cause analysis, incident correlation, and service health monitoring by providing actionable service topology views.

**Governance & Optimization**:

- Implement governance standards for service map quality, CI integrity, and data lifecycle.
- Continuously improve mapping accuracy through tuning, pattern creation, and service audits.
- Define KPIs and health metrics related to service visibility, business impact, and configuration compliance.

**Documentation & Enablement**:

- Create and maintain technical documentation, service mapping designs, and standard operating procedures.
- Mentor and enable platform users and support staff on service mapping features, capabilities, and best practices.

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 borderless - naturally inclusive in how you work with others.

**Required Technical and Professional Experience**
- 12 + years of experience in IT Operations or Architecture roles, with deep expertise in ServiceNow Service Mapping.
- ServiceNow Certified Implementation Specialist - Service Mapping.
- Understanding of the Service Operation Workspace.
- Proven experience implementing Service Mapping in complex enterprise environments.
- Strong knowledge of ServiceNow Discovery, MID Servers, and CI relationships within the CMDB.
- Skilled in pattern design and troubleshooting service map issues.
- Excellent problem-solving, architecture design, and communication skills.

**Preferred Technical and Professional Experience**
- ServiceNow Certified Implementation Specialist - Service Mapping
- ServiceNow Certified