ServiceNow Technical 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

Your Role

Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure – good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally “figuring it out.” This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your customers.

There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn’t specific to any one platform, so you’ll need a good feel for all of them. And because of this, you’ll experience variety and growth at Kyndryl that you won’t find anywhere else.

You’ll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both customer expectations and internal challenges – in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when customers come back to us and ask for the same person by name. That’s the kind of impact you can have!

This is a project-based role where you’ll enjoy deep involvement throughout the lifespan of a project, as well as the chance to work closely with Architects, Technicians, and PMs. Whatever your current level of tech savvy or where you want your career to lead, you’ll find the right opportunities and a buddy to support your growth. Boredom? Trust us, that won’t be an issue.

Your Future at Kyndryl

There are lots of opportunities to gain certification and qualifications on the job, and you’ll continuously grow as a Cloud Hyperscaler. Many of our Infrastructure Specialists are on a path toward becoming either an Architect or Distinguished Engineer, and there are opportunities at every skill level to grow in either of these directions.

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.

Key Responsibilities

Solution Design & Delivery

• Implement and configure ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, SecOps/IRM, App Engine) to meet business and compliance requirements.

• Build custom applications, data models, and UI components.

• Orchestrate workflows with Flow Designer, IntegrationHub, and Business Rules; develop catalog items, record producers, and SLAs.

Integrations & Platform Engineering

• Design and implement REST/SOAP integrations, web services, and MID Server‑based connectors to third‑party systems (e.g., IT monitoring, IAM, ERP, HR).

• Develop secure, fault‑tolerant integration patterns; manage payload transformations, error handling, retries, and observability.

Collaboration & Project Delivery

• Partner with Solution/Technical Architects on architecture, patterns, and non‑functional requirements (performance, resilience, security, compliance).

• Work with Project Managers to estimate, plan, and track delivery—owning technical tasks, risks, and dependencies through the SDLC.

• Participate in Agile ceremonies (backlog refinement, sprint planning, demos) and contribute to documentation (design specs, test plans, runbooks).

Quality, Security & Compliance

• Apply platform guardrails, ACLs, Data Policies, and security best practices; support compliance mandates common in public sector (e.g., data residency, auditability).

• Implement automated testing (ATF), code reviews, and CI/CD pipelines (e.g., Source Control, App Repository) for repeatable deployments.

• Perform performance tuning, monitor logs/metrics, and remediate platform issues.

Stakeholder Enablement

• Conduct knowledge transfer and end‑user/admin training; produce high‑quality technical documentation.

• Advise stakeholders on ServiceNow roadmaps, fit‑for‑purpose solutions, and value realization.

Who You Are

Required Skills and Experience

• Certifications:

  CSA (Certified System Administrator)

  CIS (Certified Implementation Specialist)
  

• 3–7+ years of hands-on ServiceNow experience in project-based delivery for mid to large organizations.

• Strong configuration and development skills.

• Experience with one or more domains: ITSM (Incidents, Changes, Problems), ITOM (Discovery, Service Mapping), HRSD, CSM, SecOps/IRM, or App Engine.

• Proven integration experience (REST/SOAP, IntegrationHub, MID Server) with enterprise systems.

• Solid understanding of Agile delivery, SDLC, test automation (ATF), and DevOps/CI/CD in ServiceNow.

• Strong collaboration and communication skills; ability to work closely with Architects and PMs on complex programs.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent experience.

• Extensive experience and judgement to plan and accomplish goals.

• Ability to communicate effectively, both verbal and written.

• Strong process improvement experience.

Preferred

• Certifications:

  CTA (Certified Technical Architect)

  CMA (Certified Master Architect)
  

• ServiceNow certifications: CSA (Administrator), CAD (Application Developer), CIS (e.g., ITSM/ITOM/HRSD/CSM), Micro Certifications (Flow Designer, IntegrationHub).

• Experience delivering solutions in the public sector with security/compliance considerations; eligibility for government security clearance is a plus.

• Knowledge of data migration strategies, reporting/Performance Analytics, and CMDB practices.

• Experience with Azure DevOps, Git, and automated deployment frameworks for ServiceNow.

• Familiarity with ITIL, COBIT, NIST, or related frameworks.

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.