Splunk Security ITSM Process Engineer
hace 2 semanas
Company Overview
">Splunk is a company that makes machine data accessible, usable, and valuable to everyone. We are passionate about our product and committed to delivering the best experience for our customers.
">About the Role
">We are seeking a highly skilled ITSM Engineer to join our team at the Splunk Security Center of Excellence (SSCoE). As an ITSM Engineer, you will be responsible for crafting, implementing, and consistently improving our IT Service Management (ITSM) processes to ensure high-quality service delivery.
">Key Responsibilities
">- Design, implement, and improve ITSM processes supporting the SSCoE
- Conduct Lean Action Workouts to continuously optimize processes and procedures
- Develop and maintain ITSM documentation including runbooks, value stream maps, and work instructions
- Partner with IT teams to find opportunities for service improvement and to implement standard methodologies in the ITIL framework
- Conduct regular audits to ensure alignment to ITSM policies and procedures
- Ownership of key performance indicators that govern the health of the ITSM program for the team
- Lead oversight of incident management and problem management processes
- Provide technical expertise and support to the SSCoE team on ITSM-related matters
- Lead integration activities between ServiceNow, Jira, and the suite of tools in use by the SSCoE
- Collaborate with multi-functional teams to implement ITSM processes and systems
Requirements
">- Bachelor's degree in Computer Science, Information Systems, or related field
- 3-5 years of proven experience in ITSM engineering and implementation
- Demonstrable expertise of the ITIL framework and ITSM tools
- Experience in incident management and problem management
- Familiarity with ITSM reporting and analytics
- Excellent communication and collaboration skills
- Ability to work independently and as part of a team
- Strong analytical and problem-solving skills
Splunk Culture
">We have a passion for innovation, customer success, and teamwork. Our employees are passionate about our products and services, and we seek to deliver the best experience for our customers.
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