Itsm Engineer

hace 6 meses

San José, Costa Rica Splunk A tiempo completo

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

**Role**:
Splunk IT is growing, and we are seeking a dynamic IT Service Management (ITSM) Engineer to join the Global Service Management organization. Along with your team members, you will be responsible for the overall ServiceNow and ITSM experience at Splunk.

The ITSM Engineer will focus on maturing all ITSM processes and their corresponding ServiceNow modules to drive standard methodologies in everything we do. You will work with ServiceNow Architects and Developers to align processes with tool functionality and drive a culture of Continuous Service Improvement across ITSM and the whole of the Information Technology Solutions Team.

**Responsibilities**:

- Playing a significant role in our ongoing ITSM Maturation program
- Collating requirements from service owners for new functionality, fulfilling requirements aligned with industry standard processes.
- Using ServiceNow’s Performance Analytics capabilities to transform metrics reporting from reactive manually-produced reports to automated, real-time dashboards based on defined measures, metrics, and Key Performance Indicators for Leadership and support teams.
- Ensuring ITSM policies are reflected in the way the platform is configured
- Training other IT Teams on using ServiceNow, and on all ITSM processes.
- Assisting the ITSM Team in developing, building, testing, deploying and updating items and workflows within the Service Catalog and corresponding items in the Self-Service Portal
- Documenting processes, policies, templates etc. for Runbooks, Support Manuals (SOPs), Incident Checklists etc.
- Knowledge Management - Assist in maturing our knowledge-centered support model by working with the Global Service Desk and Resolver teams to populate the Knowledge Management database.
- Communication - Create communication plans and materials for rolling out / promoting new processes, new features being released, enhancements, upgrades, upcoming outages and planned maintenance, etc.
- ITSM Tool Release planning - coordinating demand for new features with the ServiceNow Team, assisting the prioritizing and scheduling of enhancements and fixes.

**Requirements**:

- Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience
- ITIL Certification - minimum Foundation V3
- Demonstrable knowledge of the ITSM framework (ITIL)
- Solid understanding of Change and Release Management
- 2+ years of ServiceNow (or other ITSM tool) platform experience - including good working understanding of the Knowledge, Change, Incident, Problem, Release, CMDB and Hardware and Software Asset Management modules
- Excellent written and spoken communication and interpersonal skills to create process documentation, training materials and to host training sessions with stakeholders
- Productive attitude with a focus on Continuous Service Improvement to drive the business forward
- Encourage automation, efficiency, streamlining of processes and workflows to promote adoption of standard methodologies
- Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.

**Preferred Qualifications / Experience**:

- Experience of ITSM Transformation / implementation projects
- Business analysis skills to turn business requirements into technical scope / functional requirements / statement of work documentation for development teams
- ITIL V4 Foundation or above
- Working knowledge of Splunk enterprise and other Splunk products desirable

**What We Offer You**:

- A constant stream of new things for you to learn. We're always expanding into new areas, bringing in open source projects and contributing back, and exploring new technologies.
- A set of extraordinarily hardworking, innovative, open, fun and dedicated peers, all the way from engineering and QA to product management and customer support.
- Growth and mentorship. We believe in growing engineers through ownership and leadership opportunities. We also believe mentors help both sides of the equation.
- A stable, collaborative and supportive work environment.

**Splunk is an Equal Opportunity Employer**

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most

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