Job Description

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

Strong expertise in ServiceNow ITOM modules like HAM (Hardware Asset Management) and SAM (Software Asset Management) modules, including CMDB maintenance, asset lifecycle tracking, and Discovery and Service Mapping and compliance reporting. Familiarity with ServiceNow platform administration, workflow orchestration, and integration with tools like Active Directory and Citrix is essential. This role demands for multiple ServiceNow skills in ITOM area.


Are you passionate about solving complex problems? Do you thrive in a fast-paced environment? Then there's a good chance you will love being a part of our Software Engineering - Development team at Kyndryl, where you will be able to see the immediate value of your work.




As a Software Engineering - Developer at Kyndryl, you will be at the forefront of designing, developing, and implementing cutting-edge software solutions. Your work will play a critical role in our business offering, your code will deliver value to our customers faster than ever before, and your attention to detail and commitment to quality will be critical in ensuring the success of our products.




Using design documentation and functional programming specifications, you will be responsible for implementing identified components. You will ensure that implemented components are appropriately documented, unit-tested, and ready for integration into the final product. You will have the opportunity to architect the solution, test the code, and deploy and build a CI/CD pipeline for it.




As a valued member of our team, you will provide work estimates for assigned development work, and guide features, functional objectives, or technologies being built for interested parties. Your contributions will have a significant impact on our products' success, and you will be part of a team that is passionate about innovation, creativity, and excellence. Above all else, you will have the freedom to drive innovation and take ownership of your work while honing your problem-solving, collaboration, and automation skills. Together, we can make a difference in the world of cloud-based managed services.

Key Responsibilities:

Configuration Management Process Ownership:


Define, implement, and maintain the Configuration Management (CM) process in line with ITIL best practices.


Own the Configuration Management Plan, policies, and procedures.


Ensure alignment with Change, Incident, Problem, and Asset Management processes.Own the CMDB data model, including CI classes, attributes, and relationships.


Define and enforce data standards, naming conventions, and lifecycle rules.


Monitor and improve data accuracy, completeness, and compliance.


Manage CI audits, reconciliations, and baselines.


Discovery & Data Integration


Oversee discovery tools (ServiceNow Discovery, SCCM, cloud discovery, third-party tools).


Manage data sources and reconciliation rules to prevent duplicates and conflicts.


Ensure integrations feed accurate and timely data into the CMDB.


Review and approve CI class changes, attributes, and relationship updates.


Handle CI lifecycle management (create, update, retire).


Manage exceptions, manual updates, and data correction activities


Service Mapping Design & Strategy


1. ServiceMapping:


Define the service mapping strategy aligned with business services and CMDB architecture.


Identify top-down or bottom-up mapping approaches based on service complexity.


Define service scope, entry points, and service models.


2. Business & Application Service Modeling


Create and maintain Business Services and Application Services in ServiceNow.


Define service boundaries, tiers, and service offerings.


Align services with SLAs, availability, and operational support models.


3. Service Mapping Configuration


Configure Service Mapping patterns and discovery schedules.

Your Future at Kyndryl

The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate, but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry.

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

8+ years

of experience in

IT Service Management (ITSM)

with

5+ years

in

Configuration Management / CMDB ownership

roles. Strong hands-on experience with

ServiceNow CMDB

, including:


+ CI class modeling, attributes, relationships, and lifecycle management
+ CMDB Health Dashboards (Completeness, Correctness, Compliance)
+ CI reconciliation, normalization, and audit processes
Proven experience defining and maintaining

Configuration Management Plans, policies, and procedures

aligned with

ITIL best practices

. Deep understanding of

CI lifecycle management

(create, update, retire) and data governance. Experience integrating CMDB with

Change, Incident, Problem, Asset, and Release Management

processes. Hands-on experience with

discovery and data integration tools

, including:


+ ServiceNow Discovery
+ SCCM
+ Cloud discovery (AWS, Azure, GCP)
+ Third-party discovery/integration tools
Strong experience managing

data sources, reconciliation rules

, and preventing duplicate or conflicting CI records. Expertise in

CMDB audits, baselines, and data quality improvement initiatives

. Experience reviewing and approving

CI class changes, attributes, and relationship updates

. Hands-on experience handling

manual CI updates, exception management, and data correction activities

. Strong experience with

ServiceNow Service Mapping

, including:


+ Defining service mapping strategies (top-down and bottom-up)
+ Designing service scope, entry points, and service models
+ Configuring Service Mapping patterns and discovery schedules
Experience creating and maintaining

Business Services and Application Services

in ServiceNow. Ability to align service models with

SLAs, availability, and operational support structures

. Strong stakeholder management skills with the ability to work across

IT Operations, Architecture, Security, Cloud, and Application teams

. Proven experience driving

process governance, compliance, and continuous improvement

initiatives. Excellent analytical skills with a focus on

data accuracy, completeness, and compliance

. Ability to lead workshops and discussions on

CMDB design, service modeling, and data standards

. Strong documentation skills for

processes, standards, and operational procedures

. Experience in

large, complex enterprise environments

with hybrid infrastructure (on-prem + cloud). Ability to prioritize, manage multiple initiatives, and meet deadlines in a fast-paced environment. Strong communication skills to translate

technical CMDB concepts into business-understandable outcomes

.

Preferred Technical and Professional Experience

Bachelor's degree in Computer Science, related technical field, or equivalent practical experience. Certification ITIL v3 or ITIL 4 certification (Foundation or higher) preferred.

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.