ITSM Process Engineer
hace 1 día
Splunk Overview
Splunk is a leading enterprise technology company that specializes in providing unified security and observability platforms to its customers. The company's innovative solutions help organizations build a safer and more resilient digital world.
Job Title: ITSM Process Engineer
The successful candidate will play a pivotal role in maturing all IT Service Management (ITSM) processes and their corresponding ServiceNow modules to drive standard methodologies throughout the organization. This individual will work closely with the Global Service Management team, ServiceNow Architects, and Developers to align processes with tool functionality and promote a culture of Continuous Service Improvement across ITSM and the entire Information Technology Solutions Team.
Responsibilities:
- Collate requirements from service owners for new functionality and ensure alignment with industry-standard processes.
- Utilize ServiceNow's Performance Analytics capabilities to transform metrics reporting into automated, real-time dashboards based on defined measures, metrics, and Key Performance Indicators for leadership and support teams.
- E nsure ITSM policies are reflected in the way the platform is configured.
- Provide training to other IT Teams on using ServiceNow and all ITSM processes.
- Assist 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.
- Document 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 - Coordinate demand for new features with the ServiceNow Team, assist in prioritizing and scheduling enhancements and fixes.
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or related field.
- 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 for creating process documentation, training materials, and hosting training sessions with stakeholders.
- Productive attitude with a focus on Continuous Service Improvement to drive 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.
Salary: $120,000 - $150,000 per annum
Benefits:
- A constant stream of new things for you to learn.
- A set of extraordinarily hardworking, innovative, open, fun, and dedicated peers.
- Growth and mentorship opportunities.
- A stable, collaborative, and supportive work environment.
Original Language Code: en
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