Service Desk, Subject Matter Expert

About the Role

Day-to-day, the successful candidate will work closely with various stakeholders, including agents supporting the account and third-party vendors, to provide support and resolve issues associated with the Service Desk function. The role requires a strong understanding of quality management principles and the ability to apply these concepts to work assignments and quality plans.

Kyndryl prides itself on offering a flexible and supportive environment where employees can thrive. The company is committed to the well-being of its staff and believes in fostering a culture of continuous learning and improvement.

What You Will Do

• Ensure quality delivery of digital workforce services within defined guidelines, processes, and procedures.
• Identify process and program defects/issues and develop recommendations for improvement.
• Encourage learning and continuous improvement via 360-degree feedback.
• Gain buy-in from appropriate stakeholders for process improvements.
• Manage implementation plans required to realize identified improvements.
• Perform education and training by designing comprehensive plans based on client needs and solution development.
• Provide support to agents and third-party vendors as required.
• Handle escalation and outage issues associated with the Service Desk function.
• Monitor and track open records assigned to the Service Desk to ensure requests are resolved within committed service levels.
• Coordinate the resolution of local facilities emergencies.
• Work internally and with other vendors' operational and technical staff to identify solutions that minimize the need to call the Service Desk.

What We Are Looking For

• Strong background in digital workforce services with a focus on process management and improvement.
• Experience with quality management principles, including quality control, quality assurance, and quality improvement.
• Ability to apply education and training concepts, techniques, and tools to manage the design and development of training plans and materials.
• Proficiency in Excel and other relevant tools.
• Understanding of Agile for Services principles and practices.
• Experience in managing the quality of projects, products, or services based on defined quality standards and policies.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a flexible, remote environment.

Nice to Have

• Certification in quality management (e.g., Six Sigma, Lean).
• Experience with design thinking practices and Agile methodologies.
• Knowledge of IT service management frameworks (e.g., ITIL).
• Experience in a similar role within a technology or services company.

Benefits and Perks

• Flexible, remote work arrangement.
• Comprehensive education and training plans.
• Opportunities for continuous learning and professional growth.
• Access to cutting-edge technology and tools.
• Competitive compensation package.
• Health and wellness programs.
• Remote stipend and home office setup support.
• Paid time off and holidays.

• Ensure your resume highlights specific examples of process improvements you've implemented and the results achieved.
• Familiarize yourself with Kyndryl's mission and values to demonstrate your alignment with the company's goals.
• Practice answering behavioral questions that showcase your problem-solving skills and experience with quality management principles.
• Prepare to discuss your experience with Agile methodologies and how you've applied these principles in previous roles.
• Research the current market rate for similar positions to negotiate your salary effectively.
• Be prepared to provide examples of your proficiency in Excel and other relevant tools.
• Show enthusiasm for continuous learning and professional growth, as this is a key aspect of Kyndryl's culture.