01Key Responsibilities
Monitor and manage incoming tickets, ensuring all incidents and service requests are logged, categorized, and prioritized appropriately. Accurately determine issue severity and complexity to classify as Level 1 or Level 2. Escalate unresolved issues to higher-level teams or external vendors while maintaining ownership until resolution. Issue Triage and Resolution: Conduct initial investigation and root-cause analysis for reported incidents. Troubleshooting and Analysis: Diagnose technical and functional issues in modules including AP, AR, GL, FA, HR, Banking, and others. Customer Communication: Maintain professional and timely communication with users, keeping them informed about issue progress and resolution timelines. Translate technical findings into user-friendly language to ensure clarity. 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. Who You Are Required Technical and Professional Expertise 34 years of experience in a Support Analyst or similar role. Proven experience in ERP system support, particularly Maconomy. Comprehensive knowledge of Maconomy Financials modules, including: Accounts Payable (AP), Accounts Receivable (AR), General Ledger (GL), Fixed Assets (FA), Human Resources (HR), Sales Orders, Timesheets, Expenses, Contract Management, Subscriptions, Reporting, and Banking. Hands-on experience with ticketing and incident tracking systems (e.g., ServiceNow, Jira). Familiarity with ITIL best practices and frameworks. Preferred Technical and Professional Experience ITIL Foundation Certification or equivalent. Training or certification in Maconomy Financials is an added advantage. Skilled in creating clear, user-friendly documentation and reports. Excellent verbal and written communication skills for engaging with technical and non-technical stakeholders. Strong analytical skills to identify root causes and implement effective solutions. Ability to balance multiple priorities while maintaining a focus on quality and deadlines. Bachelor's degree in Computer Science, related technical field, or equivalent practical experience Certification in one or more of the hyperscalers (Azure, AWS, and Google GCP) - otherwise, you can obtain certifications with Kyndryl Experience with DevOps tools and modern engineering practices 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 dont meet every requirement, we encourage you to apply. We believe in growth, and were 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. Thats The Kyndryl Way. What You Can Expect Your career with us isnt just a
