Continual Service Improvement and Automation Specialist

We are seeking a Continual Service Improvement and Automation Specialist to join our dynamic team. The ideal candidate will possess a deep understanding of customer satisfaction metrics and methodologies, and the ability to design and implement strategies to enhance the overall customer experience. As a visionary leader, you will inspire and guide our team of experts to deliver high-quality and reliable information technology services.

Requirements

• 5+ years of experience leading delivery teams and quality services to customers
• Sound knowledge of Kyndryl competencies, managed platforms, IT services, technology vendors
• Experience in leading teams through incident, problem and change management, as well as root cause analysis
• Ability to partner with Delivery Partner(s) and work with SREs to generate positive customer outcomes
• AIOps hands-on knowledge, automation and innovation-oriented mindset
• Well versed for direct and constant interaction with the customer
• Sympathetic and empowering delivery resource manager, fostering growth
• ServiceNow Expertise: Advanced knowledge in customization, scripting, integration, and automation within ServiceNow, ensuring seamless service delivery and enhanced customer experiences.
• Virtual Agent Proficiency: Experience working with virtual agents, including MS Copilot Studio, and Power Virtual Agents, to enhance customer interaction and support.
• Microsoft Product Knowledge: Strong understanding of Azure, Power Platform, and Office 365 to support integrations and automation initiatives.
• Innovation Mindset: A proactive approach to exploring new technologies and methodologies to enhance CSAT and CSI.
• Team Collaboration: Ability to work collaboratively with teams to drive service improvements and customer satisfaction initiatives.
• Customer Satisfaction (CSAT) Expertise: In-depth understanding of customer satisfaction metrics and methodologies.
• Customer Experience (CX) Strategy: Ability to design and implement strategies that enhance the overall customer experience.
• Continuous Service Improvement (CSI): Proficiency in methodologies and tools such as Agile, and DevOps to drive continuous service improvement initiatives.
• Data Analysis: Strong analytical skills to interpret CSAT and CSI data, identify trends, and develop actionable insights.
• Willingness to travel

Benefits

• state-of-the-art resources
• Fortune 100 clients
• innovate, build new capabilities, new relationships, new processes, and new value
• employee learning programs
• access to certifications, including Microsoft, Google, Amazon, Skillsoft, and many more
• company-wide volunteering and giving platform
• donate, start fundraisers, volunteer, and search over 2 million non-profit organizations
• employee relocation sponsored
• 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