Senior IT Service Management Specialist

hace 3 días


San José, San José, Costa Rica Splunk A tiempo completo

Splunk is committed to building a safer and more resilient digital world. Our unified security and observability platform is used by the world's leading enterprises to keep their digital systems secure and reliable. We're looking for a talented Senior IT Service Management Specialist to join our Global Service Management organization.

Role:

The successful candidate will be responsible for implementing the Software Asset Management module in ServiceNow and driving best practices in IT Service Management across the organization. This will involve working closely with ServiceNow Architects and Developers to align processes with tool functionality and drive a culture of Continuous Service Improvement.

Responsibilities:

  • Manage License Compliance to ensure all in-scope software publishers are compliant.
  • Oversee and manage technical relationships with 3rd party vendors and internal stakeholders.
  • Lead data analysis and articulate actions for risk mitigation during audits.
  • Develop trusted relationships with managed service providers, resellers, and internal business units.
  • Stay up-to-date with technology concepts related to software licensing.
  • Collaborate with vendor management, sourcing, and data center groups to understand business strategy and requirements.
  • Play a major role in our ongoing ITSM Maturation program.
  • Use ServiceNow's Performance Analytics capabilities to provide real-time dashboards for leadership and support teams.
  • Ensure ITSM policies are reflected in the platform configuration.
  • Assist in developing, building, testing, deploying, and updating items and workflows within the Service Catalog and Self-Service Portal.
  • Document processes, policies, templates, and runbooks.
  • Assist in maturing our knowledge-centered support model.
  • Create communication plans and materials for rolling out new processes, features, and upgrades.
  • Coordinate demand for new features with the ServiceNow Team.

Requirements:

  • Bachelor's degree in computer science, information systems, 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 platform experience.
  • Excellent written and spoken communication and interpersonal skills.
  • Productive attitude with a focus on Continuous Service Improvement.

Join our team at Splunk and contribute to building a safer and more resilient digital world.



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