Senior Itsm Specialist

hace 7 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 Solutions is growing, and we are seeking a dynamic Senior IT Service Management (ITSM) Specialist to join the Global Service Management organization as a Configuration and Asset Management Specialist, with a particular focus on Software Asset Management, but also including Application Portfolio Management, Hardware Asset Management and Configuration Management. Along with other team members, you will be responsible for the implementation of the Software Asset Management module in ServiceNow and overall ServiceNow and ITSM experience at Splunk.

The Configuration and Asset Management Specialist will focus on maturing all ITSM processes and their corresponding ServiceNow modules to drive best practice in everything we do, with a particular focus on the practices mentioned above.. You will work with ServiceNow Architects and Developers and implementation partners to align processes with tool functionality and drive a culture of Continuous Service Improvement..

**Responsibilities**:

- Manage License Compliance - Own and manage license compliance for all in scope software publishers.
- SAM Module and Data Management - Oversee and manage technical relationships with 3rd party vendors. Manage internal relationships with technical contacts to help troubleshoot, maintain data quality, and plan agent upgrades.
- Audit Response - Manage third-party audits and/or internal audits by leading data analysis, articulating actions for risk mitigation, and sharing audit results.
- Develop trusted relationships with managed service providers, resellers, and internal business units, including IT infrastructure, procurement, legal and Finance.
- Understand and continuously remain up to date with technology concepts related to software licensing including - SaaS, Cloud, Hardware platform, workstation and server etc.
- Ability to convert software deployment and entitlement data to meaningful information for business units and other stakeholders, for the purposes of rationalization, consolidation, procurement decisions, true-up preparation, budget forecasting and license utilization / reclamation
- Collaborate with vendor management, sourcing, data center groups to understand business strategy and requirements.
- Playing a major role in our ongoing ITSM Maturation program, with ownership of the Software Asset Management implementation.
- Using ServiceNow’s Performance Analytics capabilities to provide 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
- 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.
- Other duties as assigned

**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)
- Strong understanding of Software Asset Management
- 5+ years of ServiceNow (or other ITSM tool) platform experience - including good working understanding of the ServiceNow CSDM, 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 best pr

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