Service desk, Subject Matter Expert

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Job Role Description

A subject matter expert in Digital Workforce Services processes, and for their assigned areas, ensure quality delivery within defined guidelines / processes & procedures, identify process and program defects/ issues & develop recommendations, ensure process improvement & documentation, encourage learning / continuous improvement via 360-degree feedback, gain buy-in from appropriate stakeholders, and manage the implementation plans required to realize the improvements identified. to drive agile practices & projects.

Responsibilities

• Service Delivery: Individuals assigned to this JR/S are subject matter experts in Digital Workforce Services processes, and for their assigned areas, ensure quality delivery within defined guidelines / processes & procedures, identify process and program defects/ issues & develop recommendations, ensure process improvement & documentation, encourage learning / continuous improvement via 360 degree feedback, gain buy-in from appropriate stakeholders, and manage the implementation plans required to realize the improvements identified.
• Perform Education & Training: The ability to put one's knowledge of Training Support work products into action. Designs comprehensive education and training plans based on the client's needs and on the solution being developed. Defines the standards, courses and materials required to provide the necessary education and training for users of the application, tool, function and/or process based on the user profiles and critical skill gaps. Applies education and training concepts, techniques, and tools to manage the design and development of training plans and materials.
• Subject Matter Expert: Providing support and as required to agents supporting the account and third-party vendor. Handling escalation and outage issues associated with the Service Desk function. Monitoring and tracking open records that are assigned to the Service Desk to confirm that requests are resolved within committed service levels. Coordinating resolution of local facilities emergencies (for example, evacuation, Service Desk phone outages). Working internally and with other vendors operational and technical staff, and with account, to identify solutions that minimize the need to call the Service desk.

• Quality Management: Includes three main components: quality control, quality assurance, and quality improvement; requires the ability to manage the quality of the project, product, or service based on defined quality standards and policies. Understand the metrics used to measure quality. Demonstrate ability to recognize, read and interpret quality measures i.e., defect elimination, cycle time reduction, inventory control systems, and incremental improvement. Apply these concepts to work assignments and to developing quality plans (ISO, Lean, Six Sigma, etc.), programs and actions. Ensure that all employees understand the concepts as well as how they apply to quality initiatives and client satisfaction. Ability to detect process abnormalities early and take actions proactively.

• Apply Agile for Services Principles: Understand Agile for Services concepts and practices and support teams in the adoption & Implementation of these practices in their ways of working, To coach /facilitate workshops for awareness and use of Design Thinking practices, defines the enterprise Agile transformation vision and strategy, to work closely with stakeholders to facilitate the WDC Agile transformation, to define near-term/long-term goals and drive approaches to ensure realization of business benefits from Agile efforts
• Knowledge Management: Executes the Knowledge Management process and manages or oversees the work of the support staff. Owns, monitors, escalates, and communicates information about Knowledge. Ensures that Knowledge articles adhere to the defined framework of ITIL for Knowledge content. Approve or reject Knowledge documents in a timely manner to enable service levels to be met. Promote the benefits of Knowledge management wherever possible. Discuss Lessons Learned with Knowledge Management as necessary to improve the process. Ensure that processes are fit-for-purpose, efficient, effective, align with business requirements and that the processes support service delivery according to End-user requirements. Oversee continuous service improvements for the Knowledge Management Process

• Engineering or Non-Engineering Graduate in any stream with IT certificate / Diploma as additional qualification or equivalent.
• Preferably ITIL Certified
• Skills
• Domain expertise & Knowledge management
• Decision making skills, Conflict management, Process orientation, Client partnering skills, Interpersonal Relationship skills.
• Proficiency in working with MS Office for reporting and analysis.
• Excellent People Management and team handling skills,
• In-depth knowledge of agile framework / practices, quality management and organizational development
• Knowledge of ITIL & IT Service Management
• Experience
• Should have 4-5+ years of experience overall with team management and client interaction skills.
• Experience in coaching, feedback, training, and process design is preferred.