Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!
Your Role and Responsibilities
As ServiceNow Developer, you are responsible for large scale development and implementation in IT Service Management and ServiceNow platform.
Responsible to ensure we have proper support of this go forward Service Now platform that will support the IPC, Asset, and CMDB functions for the GTS business
Translate high-level business requirements into functional specifications for input into application activities
Interact with subject matter experts, application development, implementation support and production support staff to define functional specifications that meet users requirements and are technically appropriate
Communicate with the Project Managers and assists in the management of client expectations
Provide support for creation and maintenance of project documentation as per development life cycle
Assist in analysis and reporting of testing defects when requested
Estimate timelines for the requirements phase of projects and ensure that the requirements are scheduled in manageable components
Ability to manage sprint cycles and facilitate meetings to discuss the collection of stories and functional requirements of a sprint. Gathering feedback from the Technical Consultant who is configuring ServiceNow. Writing updates/notes into the story record
Ensure adherence to all ITIL processes
Provide ServiceNow configuration and scripting within the tool in Client environments
Work on ServiceNow architecture for one-to-one and one to many connections
Drive core ITSM applications within ServiceNow and its offered applications
Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
Identify, train and communicate standard methodologies related to ServiceNow development and usage to customers and employees
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.
Required Technical and Professional Expertise
Experience with development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM application
Configure, customize, script, and develop the ServiceNow platform and develop service catalog items incorporating automation using orchestration
Configure and enhance all aspects of ServiceNow, such as workflow, user interface (UI), client scripts, business rules, catalogs, orchestration and more, utilizing out-of-the-box functionality as much as possible and only customizing when necessary
Responsible for working closely with clients, project managers, and systems management team to clearly define scope of work and develop/implement solutions
Design and implement solutions following established configuration management policies and standards
Prepare and maintain technical documents including architecture diagrams, system documentation, and manuals
Troubleshoot Service Now platform issues, perform root cause analysis, recommend corrective action, and perform resolution efforts
Responsible to ensure we have proper support of this go forward Service Now platform that will support the IPC, Asset, and CMDB functions for the GTS business.
Preferred Technical and Professional Expertise
You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
Intuitive individual with an ability to manage change and proven time management
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
Up-to-date technical knowledge by attending educational workshops, reviewing publications
About Business UnitIn October 2020, IBM announced its intention to separate the IT Infrastructure Services unit of its Global Technology Services division into a new, separate public company, creating two industry-leading companies – IBM and Kyndryl. The spin-off is expected to be completed by the end of 2021. To find out more about Kyndryl, including information relating to privacy, please visit Kyndryl.com.
Your Life @ IBM
About IBMOur world has never been more alive with opportunities – we need to be ready to seize them. At Kyndryl, we are committed to the health and continuous improvement of the systems at the heart of the digital economy. Our people are at the center, discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. We work flexibly, side-by-side, listening and learning at every step. A healthy digital ecosystem doesn’t just benefit our customers and partners; it provides oxygen to innovation and energy to change the world over, furthering human progress every day. Together, let’s make sure our world thrives.
Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMKyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.