Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.
The Role
Are you passionate about designing enterprise-scale solutions, shaping technology strategy, and helping teams turn complex challenges into meaningful outcomes?
As a Solution Architect - ServiceNow at Kyndryl, you’ll take a leading role in designing, implementing, and optimizing ServiceNow solutions across the enterprise. You’ll combine deep ServiceNow and enterprise architecture expertise with Agile delivery leadership, helping teams translate business needs into scalable, secure, and high-quality solutions.
With a particular focus on ServiceNow Customer Service Management (CSM), AI capabilities, platform performance and enterprise integration, you’ll help drive digital transformation while ensuring solutions align with broader technology strategy and organizational objectives. You’ll also bring Agile leadership to the role, supporting high-performing delivery teams and embedding effective ways of working.
What You Will Do
- Lead the architecture and design of enterprise ServiceNow solutions, with strong expertise in Customer Service Management (CSM) and alignment to enterprise technology standards.
- Evaluate, design, and govern ServiceNow implementations, conducting feasibility assessments, architectural reviews, and providing independent validation of solution quality and vendor deliverables.
- Drive ServiceNow platform innovation, including adoption of AI capabilities, predictive analytics, performance monitoring, and integration with other SaaS platforms to enhance user experience and operational efficiency.
- Lead Agile delivery for ServiceNow initiatives, serving as a Scrum Master or Agile leader, facilitating ceremonies, managing delivery metrics, and providing transparency to stakeholders and senior leadership.
- Oversee ServiceNow platform transformation initiatives, including migration to the ServiceNow Protected Platform (SPP), platform optimization, and simplification of access controls while maintaining security and compliance requirements.
- Partner with business and technology stakeholders to establish architectural governance, promote standardization, and ensure ServiceNow solutions support strategic business objectives.
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 and are 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 Skills and Experience
- 8-10 years of solution architecture experience, including at least 3 years of ServiceNow architecture experience, preferably with exposure to Customer Service Management (CSM).
- Proven experience delivering large-scale digital transformation initiatives, with strong knowledge of enterprise architecture frameworks, ITSM, business process automation, and integration patterns.
- At least 3 years of experience in Agile delivery leadership as a Scrum Master or Agile Lead, including facilitating Agile ceremonies, backlog management, and coaching cross-functional teams.
- Experience in vendor management, technical governance, solution validation, and quality assurance within complex enterprise environments.
- Strong analytical, problem-solving, communication, and stakeholder management skills, with the ability to translate complex technical concepts into business outcomes.
- Experience leveraging and evaluating AI-enabled solutions, automation technologies, and AI-driven insights to improve business processes and decision-making.
Preferred Skills and Experience
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications.
- Certified ScrumMaster (CSM), Professional Scrum Master (PSM), or SAFe Scrum Master certification.
- Experience with cloud platforms and modern integration technologies.
- Knowledge of AI/ML technologies and their enterprise applications.
- TOGAF or similar enterprise architecture certification.
- Experience working within government or highly regulated environments.
- Familiarity with scaled Agile frameworks such as SAFe or LeSS within large enterprise programs.
Being You
The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.
What You Can Expect
Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.
From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.
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.
