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
Imagine you're a superhero, with the power to transform businesses from ordinary to extraordinary. As a Business Process Consultant at Kyndryl, you'll be just that - a trusted advisor helping customers achieve their goals and surpass even their own expectations.
As a Business Process Consultant, you will play a crucial role in helping our customers reach their full potential by developing process-driven solutions that drive measurable results. You will work closely with our customers to gain a deep understanding of their unique business needs, challenges, and opportunities. Armed with this knowledge, you will leverage your expertise in aligning processes to technology to design, develop, and deploy custom solutions that exceed their goals.
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You will be responsible for analyzing our customers' current business processes, identifying bottlenecks, inefficiencies, and areas for incremental improvement. With your strong analytical skills, you will recommend process changes, new technologies, or appropriate organizational changes that drive efficiency, reduce costs, and improve overall business performance.
In this role, you will also develop a large-scale strategic vision and ensure that all new business processes align with it. You will manage sales processes beyond day-to-day procurement to maintain strong customer relations and ensure that all stakeholders are on board with the recommended solutions.
At Kyndryl, we value collaboration and teamwork. As a Business Process Consultant, you will work closely with all stakeholders, including customers, project managers, and technical teams, to ensure that our solutions meet the highest standards of quality, efficiency, and effectiveness.
Our consultants are restless for innovation. They are at the edge of technology, changing the way our customers implement business solutions - so, if you're a problem-solver, an innovative thinker, and a self-starter with a passion high impact assignments which align technology to business outcomes, then we want to hear from you! Apply today to join our dynamic team that has a host of exciting projects and customers waiting for you to work with them to solve complex transformation puzzles through technology.
Roles & Responsibilities
We are seeking a Service Mapping Architect to lead the implementation and optimization of Service Mapping within the Business Observability practice. This role focuses on designing, deploying, and maintaining accurate end-to-end service maps in ServiceNow to enhance visibility, impact analysis, and operational awareness. The ideal candidate is a strategic thinker and hands-on expert who can bridge the gap between business services and IT infrastructure to drive observability, resilience, and performance insights.
Service Mapping Design & Architecture:
- Architect and implement scalable service mapping solutions in ServiceNow to reflect accurate application service topologies.
- Define service models, patterns, and discovery methods for complex and distributed applications (on-premise and cloud-based).
- Ensure services are aligned with business functions and observability goals.
Discovery & Integration:
- Lead the configuration and tuning of MID Servers, Discovery probes, and patterns to capture CI and relationship data.
- Integrate Service Mapping with ITOM, CMDB, and external monitoring platforms to enrich visibility.
- Automate and maintain discovery schedules to ensure up-to-date and accurate service maps.
Business & Technical Alignment:
- Collaborate with application owners, infrastructure teams, and business stakeholders to identify critical services and dependencies.
- Translate business requirements into technical service mapping strategies that support incident response, change impact, and SLA adherence.
- Support efforts in root cause analysis, incident correlation, and service health monitoring by providing actionable service topology views.
Governance & Optimization:
- Implement governance standards for service map quality, CI integrity, and data lifecycle.
- Continuously improve mapping accuracy through tuning, pattern creation, and service audits.
- Define KPIs and health metrics related to service visibility, business impact, and configuration compliance.
Documentation & Enablement:
- Create and maintain technical documentation, service mapping designs, and standard operating procedures.
- Mentor and enable platform users and support staff on service mapping features, capabilities, and best practices.
Your Future at Kyndryl
As a Business Process Consultant at Kyndryl you will join the Kyndryl Consultant Profession, working with other Kyndryl Consultants, Architects, Project Managers, and cross-functional Technical Subject Matter Experts - presenting unlimited opportunities with unmatched support through our investment in your learning, training, and career growth.
Who You Are
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.
Required Technical and Professional Experience
- 12 + years of experience in IT Operations or Architecture roles, with deep expertise in ServiceNow Service Mapping.
- ServiceNow Certified Implementation Specialist - Service Mapping.
- Understanding of the Service Operation Workspace.
- Proven experience implementing Service Mapping in complex enterprise environments.
- Strong knowledge of ServiceNow Discovery, MID Servers, and CI relationships within the CMDB.
- Expertise in TCP/IP, ports and protocols, application flow, and data dependency mapping.
- Familiarity with cloud infrastructure (AWS, Azure, GCP) and hybrid application environments.
- Skilled in pattern design and troubleshooting service map issues.
- Excellent problem-solving, architecture design, and communication skills.
Preferred Technical and Professional Experience
- ServiceNow Certified Implementation Specialist - Service Mapping
- ServiceNow Certified Implementation Specialist - Discovery
- Experience with ITOM Visibility and Performance Analytics
- Knowledge of Observability platforms (e.g., Datadog, Dynatrace, New Relic, AppDynamics)
- Exposure to CI/CD pipelines and DevOps toolchains
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.