Process 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

Job Description

This role is responsible for governing and sustaining the operational backbone of managed services by overseeing Service Request (SR) fulfillment, SLA/KPI performance reporting, Configuration Management (CMDB), Knowledge Management, and SOP/Runbook governance. The Process Specialist ensures process standardization, audit readiness, and continuous improvement across client's tech and multi-vendor providers.

Key Responsibilities

• Oversee Service Request (SR) workflows and ensure requests are routed and fulfilled according to ITSM standards.
• Track and report SLA/KPI achievement, supporting governance and continuous improvement.
• Maintain and update the Configuration Management Database (CMDB) for critical applications and infrastructure.
• Manage and review the knowledge base and SOP/runbook library to ensure documentation is current and audit ready.
• Support process audits and provide compliance evidence as required.

• Implement and sustain a standardized Asset Management framework across the IT environment.
• Create and maintain a precise Configuration Management Database (CMDB) or Asset Repository encompassing 24 critical applications and infrastructure components.
• Monitor, classify, and track asset status, location, ownership, and utilization throughout the entire lifecycle-from acquisition to retirement.
• Integrate asset data from customers and external service providers into a consolidated inventory.
• Evaluate asset lifecycle trends to uncover opportunities for cost optimization and improved utilization.
• Ensure adherence to software licensing agreements, regulatory mandates, and internal governance policies.
• Promote accountability through systematic audits, comprehensive reporting, and escalation of identified risks or discrepancies.
• Engage with vendors and internal teams to facilitate accurate asset forecasting and strategic planning.
• Conduct periodic reviews of the Asset Management process on an annual basis or as scheduled.
• Deliver training and awareness programs to stakeholders to reinforce process compliance and best practices.

• Asset Management Reports based on followings:
• Accuracy of asset inventory (over 95%).
• Compliance rate with license and regulatory requirements.
• Utilization rate of hardware and software assets.
• Percentage of assets with complete lifecycle data.
• Number of discrepancies or audit findings related to asset records if any

• 3 years in Service Request, SLA reporting, Configuration Management, or Knowledge Management within an ITSM environment.
• Working knowledge of ITIL practices (Request, Service Level, Configuration, Knowledge, SOP/Runbook).
• Hands-on experience with ITSM/CMDB platforms (e.g., ServiceNow) for SR routing, SLA dashboards, and configuration management.
• Strong documentation, data reconciliation, and stakeholder communication skills.

• Exposure to multi-vendor SIAM operations and performance governance.
• Familiarity with process audits and compliance reporting.
• Basic analytics (Excel/Power BI) for trend analysis and management reporting.