IT Service Management Specialist

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

We are seeking an experienced IT Service Management Specialist to join our team, with a primary focus on Incident, Problem, and Change (IPC) processes. The ideal candidate will have a strong background in IT Service Management, hands-on experience in IPC, and a passion for driving service excellence.

Key Responsibilities:

• Manage and coordinate the end-to-end Incident, Problem, and Change Management processes to ensure timely resolution and minimal business impact.
• Lead the investigation and resolution of major incidents, ensuring effective communication and escalation as needed.
• Perform root cause analysis for recurring incidents and develop action plans to prevent future occurrences.
• Oversee the Change Management process, including assessment, approval, scheduling, and post-implementation review.
• Maintain accurate records and documentation for all IPC activities, ensuring compliance with internal standards and SLAs.
• Collaborate with cross-functional teams to drive continuous improvement in service delivery and process efficiency.
• Generate and present regular reports on IPC metrics, trends, and improvement initiatives to management.

Who You Are

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.
• Minimum 3 years of hands-on experience in IT Service Management, specifically in Incident, Problem, and Change Management.
• Strong understanding of ITSM frameworks and best practices.
• ITIL4 certification is highly desirable.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Experience with ITSM tools (e.g., ServiceNow, Remedy) is a plus.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re 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 – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With 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 – 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 ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.