Continual Service Improvement and Automation Specialist

Join Kyndryl as a Continual Service Improvement and Automation Specialist to deliver exceptional service and revolutionize the world of technology. As a visionary leader, you will inspire and guide a team of experts to deliver high-quality and reliable information technology services.

Requirements

• 5+ years of experience leading delivery teams and quality services to customers
• Sound knowledge of Kyndryl competencies, managed platforms, IT services, technology vendors
• Experience in leading teams through incident, problem and change management, as well as root cause analysis
• Ability to partner with Delivery Partner(s) and work with SREs to generate positive customer outcomes
• AIOps hands-on knowledge, automation and innovation-oriented mindset
• Well versed for direct and constant interaction with the customer
• Sympathetic and empowering delivery resource manager, fostering growth
• ServiceNow Expertise: Advanced knowledge in customization, scripting, integration, and automation within ServiceNow, ensuring seamless service delivery and enhanced customer experiences.
• Virtual Agent Proficiency: Experience working with virtual agents, including MS Copilot Studio, and Power Virtual Agents, to enhance customer interaction and support.
• Microsoft Product Knowledge: Strong understanding of Azure, Power Platform, and Office 365 to support integrations and automation initiatives.
• Innovation Mindset: A proactive approach to exploring new technologies and methodologies to enhance CSAT and CSI.
• Team Collaboration: Ability to work collaboratively with teams to drive service improvements and customer satisfaction initiatives.
• Customer Satisfaction (CSAT) Expertise: In-depth understanding of customer satisfaction metrics and methodologies.
• Customer Experience (CX) Strategy: Ability to design and implement strategies that enhance the overall customer experience.
• Continuous Service Improvement (CSI): Proficiency in methodologies and tools such as Agile, and DevOps to drive continuous service improvement initiatives.
• Data Analysis: Strong analytical skills to interpret CSAT and CSI data, identify trends, and develop actionable insights.
• Willingness to travel

Benefits

• State-of-the-art resources and Fortune 100 clients
• Employee learning programs to receive certifications
• Volunteering and giving platform to donate, start fundraisers, volunteer, and search non-profit organizations
• Choice of benefits to support employees and their families
• Dedication to welcoming diversity and inclusion