Job Description

Who We AreAt 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 \xe2\x80\x93 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 RoleJob ResponsibilitiesTool Utilization and IntegrationLeverage digital experience management tools (e.g., Aternity, Nexthink) to gather and analyze ITSM data related to end-user experience.Integrate and correlate data from various sources to provide comprehensive insights into user experience and service performance.Analytics and Data CorrelationPerform advanced data analysis to identify patterns, trends, and anomalies in end-user experience and IT service management.Utilize analytics tools to generate actionable insights and recommendations for improving user experience and operational efficiency.Client and Stakeholder CollaborationWork closely with clients and internal teams to understand business needs and objectives related to end-user experience.Facilitate workshops and meetings to gather requirements, present findings, and discuss recommendations for action.Recommendation DevelopmentDevelop and present strategic recommendations based on analytics findings to improve end-user experience and service delivery.Propose actionable plans to address identified issues and enhance overall service desk operations and user satisfaction.Service Desk OperationsLeverage extensive knowledge of service desk processes and operations to inform analysis and recommendations.Collaborate with service desk teams to implement and monitor changes based on analytics insights.Performance Monitoring and ReportingCreate and maintain dashboards and reports to track performance metrics and progress against improvement initiatives.Regularly review and report on key performance indicators (KPIs) related to end-user experience and service desk operations.Your future at Kyndryl
Becoming a Project Manager at Kyndryl is an excellent gateway to many different paths. You\xe2\x80\x99ll be creating a well-rounded skillset while gaining professional certifications and qualifications. You can evolve horizontally into other technical or non-technical areas such as Technical Service Architect, or you can move vertically to become a senior project manager or program manager. There are many different types and flavors of PM roles, so everyone can find the opportunity that suits them best.Who You AreYou\xe2\x80\x99re good at what you do and possess the required experience to prove it. However, equally as important \xe2\x80\x93 you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused \xe2\x80\x93 someone who prioritizes customer success in their work. And finally, you\xe2\x80\x99re open and borderless \xe2\x80\x93 naturally inclusive in how you work with others.Required Technical and Professional ExperienceA bachelor\'s degree or equivalent in IT, computer science, engineering, or related field.Extensive experience (typically 5+ years) working with digital experience management tools such as Aternity ( preferable ) or Nexthink.Proven experience in analysing ITSM data and providing actionable recommendations to improve end-user experience.Strong background in service desk operations, including process management and improvement.Proficiency in using digital experience management tools for data collection, analysis, and reporting.Strong analytical skills with experience in data correlation, pattern recognition, and generating insights.Experience with data visualization and analytics tools (e.g., Power BI, Tableau, Excel).Familiarity with ITSM processes and best practicesAbility to interpret complex data sets and identify key trends, issues, and opportunities for improvement.Strong problem-solving skills with a track record of developing and implementing data-driven solutionsStrong team player, and the ability to work collaboratively and independently.Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.Fluent in EnglishBased in SingaporeBeing YouDiversity is a whole lot more than what we look like or where we come from, it\xe2\x80\x99s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we\xe2\x80\x99re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you \xe2\x80\x93 and everyone next to you \xe2\x80\x93 the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That\xe2\x80\x99s the Kyndryl Way.What You Can ExpectWith state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter \xe2\x80\x93 wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.Get Referred!If you know someone that works at Kyndryl, when asked \xe2\x80\x98How Did You Hear About Us\xe2\x80\x99 during the application process, select \xe2\x80\x98Employee Referral\xe2\x80\x99 and enter your contact\'s Kyndryl email address.

Kyndryl