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

The position involves the analysis and followup of functional and technical incidents, review of endtoend flows (leadtocash and customer lifecycle), validation of integrations, evaluation of Salesforce configurations, and identification of deviations in the behavior of campaigns, commercial processes, and service operations. It also requires constant coordination with marketing, sales, customer service, developers, integrators, and key users to ensure that implemented solutions meet business requirements and comply with IT guidelines.

The Salesforce Specialist actively participates in documentation, functional testing execution (SIT/UAT), release support, change validation, and postimplementation stabilization, also contributing to continuous improvement initiatives to ensure Salesforce platforms operate in accordance with corporate standards, best practices, and governance models.

This role requires strong technicalfunctional judgment, a comprehensive understanding of marketing, sales, and service processes, structured analytical skills, and clear communication with all involved areas to facilitate diagnostics, problem resolution, and decisionmaking based on accurate information.

1. Incident and Request Management in the AMS Environment

Analyze, diagnose, and resolve functional and technical incidents related to Salesforce Marketing Cloud, Sales Cloud, and Service Cloud, ensuring service stability and continuity.
Address business requests from marketing, sales, and customer experience teams, assessing impact and proposing solutions aligned with the operating model.
Provide support for Lead Management and Opportunity Management processes, ensuring correct configuration and functionality.
Verify the proper flow of information between Salesforce, databases, and external systems, identifying deviations and coordinating corrective actions.
Manage tickets according to priority, impact, and response time criteria defined by the AMS service.

2. TechnicalFunctional Analysis and Process Validation

Review and validate the performance of campaigns, journeys, commercial processes, and service operations.
Analyze endtoend flows from lead generation through postsales support.
Validate configurations in Marketing Cloud (Email Studio, Journey Builder, Automation Studio) and their correct integration with Sales and Service Cloud.
Identify root causes of failures in campaigns, automations, segmentations, or commercial processes.
Document findings, implemented solutions, and functional and technical recommendations, ensuring operational traceability.

3. Coordination within the Salesforce Ecosystem

Collaborate with marketing, sales, customer service, and IT teams to manage adjustments, fixes, or enhancements.
Coordinate activities with integrators, architects, and data teams when technical interdependencies exist.
Follow up on activities derived from analysis until proper implementation is ensured.
Ensure alignment between business needs and Salesforce platform capabilities.

4. Data Management, Personalization, and Automation

Manage and segment marketing and customer databases.
Create and optimize SQL queries and AMPscript scripts for campaign segmentation and personalization.
Ensure data quality, consistency, and proper usage across marketing, sales, and service.
Optimize automations and journeys to improve operational efficiency and customer experience.

5. Testing, Change, and Release Support

Participate in functional testing (SIT/UAT) for new campaigns, processes, or enhancements.
Validate configurations and deliverables prior to deployment to production.
Provide support during postrelease stabilization, monitoring results, metrics, and process behavior.

6. Analytics, Reporting, and Continuous Improvement

Analyze campaign performance, commercial processes, and customer experience results.
Develop reports and dashboards to support decisionmaking.
Identify opportunities for improvement in automation, segmentation, performance, and user experience.
Propose continuous optimization initiatives within the AMS service.

Who You Are

Required Knowledge and Skills

Technical Knowledge

Salesforce Marketing Cloud
- Email Studio, Journey Builder, Automation Studio
- Campaign segmentation, automation, and personalization
Salesforce Sales Cloud
- Lead Management, Opportunity Management
- Commercial process configuration
Salesforce Service Cloud
- Customer service and experience process configuration
Languages and Scripting
- SQL
- AMPscript
Data Management
- Database administration and segmentation
Analytics and Reporting
- Salesforce native analytics tools
Collaboration Tools
- Office, Teams, ticket management tools (Jira, ServiceNow, or similar)

Soft Skills

Problemsolving and critical analysis.
Clear communication with both technical and nontechnical users.
Customer and businessoriented mindset.
Collaborative and crossfunctional teamwork.
Time management and prioritization of multiple requests.

Education

Bachelor's degree or Engineering degree in:
- Systems
- Computer Science
- Information Technology
- Digital Communication
  or related fields.

Experience

Senior Profile: Minimum 5 years of experience with Salesforce Marketing Cloud, Sales Cloud, and/or Service Cloud.
Preferred:
- Experience in AMS or production support environments.
- Business user support.
- Participation in Salesforce implementations, enhancements, or migrations.
- Resultsdriven mindset, continuous improvement focus, and selfmanagement.

Language

Spanish: Native / Fluent
English: Basic

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.

Salesforce Technical?Functional Analyst - AMS