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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
Position: Technical Solutions Manager (ServiceNow Business Process Architect) (Out of Scope)
Division: Application & Consulting Services
Manager: Daphne Morris
Location: Multiple Locations (Corporate)
The Technical Solutions Manager (ServiceNow Business Process Architect) will work closely with ISM’s customers and internal stakeholders to champion the optimization of business processes, ensuring they align seamlessly with ServiceNow’s capabilities.
The successful candidate will lead the charge in fostering innovation and efficiency within clients’ workflows, help clients introduce new process practices to leverage the full potential of the ServiceNow platform by aligning it closely with strategic business goals. Their expertise and guidance will help process owners adhere to the highest standards, both technically and functionally.
The successful candidate will be a results-oriented IT professional with strong analytical and problem-solving skills, coupled with proven interpersonal and communication skills. They must be an experienced ServiceNow Business Process Architect with experience in Agile methodologies and project delivery.
This role is subject to regular business working conditions and occasional travel is a requirement of the role. This role is also expected to evolve as ISM’s business evolves.
NOTE: the preferred location for this position is Regina, SK; however, the work location will also be dependent on the location of the successful candidate.
  • Work with clients and provide leadership on process best practices in areas such as IT Service Management (ITSM), Customer Service Management (CSM), Human Resource Service Delivery (HRSD), etc.
  • Serve as a translator between customer’s business needs, desired outcomes and ServiceNow’s capabilities
  • Facilitate discovery sessions, elicit and document requirements
  • Able to utilize ServiceNow methodologies, collateral and accelerators
  • Provide team leadership and quality assurance services on projects
  • Provide thought leadership and project advisory services to clients
  • Work with other ISM teams to leverage knowledge, tools, and training to optimize solution delivery, quality, and costs
  • Provide leadership, guidance and training of solutions, so that business objectives and customer requirements related to business transformation, strategy, process structure and governance are met
  • Regularly participate in overall planning and objective setting in both the customer setting and the internal setting
  • Regularly attend/run customer meetings reviewing process requirements, solutions and issues relating to the delivery of both customer based and internal projects
  • Participate in, and/or be responsible for the creation, harvesting, protection, and reuse of intellectual capital
  • Participate in pre-sales and sales efforts, project effort and timeline estimations, including project budget planning
  • Assist with formulating training plans for technical resources
  • Actively participate in knowledge sharing activities like communities of practice, forums, conferences and/or other knowledge exchanges
  • Develop skills through training courses, mentoring, and other activities
  • Assist with the design, development and implementation of ServiceNow solutions
  • Prepare for and facilitate workshop sessions including discovery sessions and ServiceNow demonstrations
  • Create requirements stories, process documentation and training guides
  • Provide support for existing ServiceNow offerings and recommend opportunities for enhancements
  • Other duties as assigned

Who You Are
  • 5-10 years of experience on the ServiceNow platform in business process roles (business process consultant or architect)
  • Post-secondary education in a related discipline, or an equivalent combination of education and experience.
  • Experience leading demos, project workshops, requirements gathering sessions and other project delivery activities.
  • Experience estimating ServiceNow implementation efforts and assisting with pre-sales efforts.
  • Experience working with and leading diverse teams across regions, with different skill sets, expertise and experience levels.
  • Experience in the ServiceNow platform beyond ITSM and ITOM; experience with ITAM, CSM, HR, SPM, SecOps, IRM and other ServiceNow applications preferred. Experience with FSO, TSO and other industry specific solutions is a plus.
  • ServiceNow certifications (Pre-sales or business process analyst paths).
  • Wide knowledge of various IT methodologies (ITIL, TOGAF, RUP, Zachman, PMP) considered an asset.
  • Strong analytical skills and ability to communicate complex ideas, strong client-facing presence.
Key Skills & Abilities:
  • Proven experience delivering services with increasing degree of responsibility and proven track record with the ability to execute according to plan.
  • Previous knowledge of the Service Now platform, its modules as well as process engineering on the platform
  • Experience developing business relationships as well as managing and maintaining customer relationships.
  • Demonstrated ability to engage and advise others on tools, technology, and methodology related to designing and implementing IT solutions in their area of technical specialty. Demonstrate the ability to recognize complex problems related to proposed solution or new solution development.
  • Ability to determine customer requirements and service delivery options.
  • Demonstrated ability to work closely and successfully with people in a team environment.
  • Demonstrated leadership, supervisory and organizational skills.

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.
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Deadline: 13-03-2024

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