Splunk ITSM Process Manager

hace 16 horas

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

Splunk is a leading enterprise technology company dedicated to building a safer and more resilient digital world. Our unified security and observability platform empowers customers to keep their digital systems secure and reliable.

As a dynamic organization, we're seeking a Senior IT Service Management (ITSM) Specialist to join our Global Service Management organization as a Configuration and Asset Management Specialist. This role will focus on maturing all ITSM processes and corresponding ServiceNow modules, with a particular emphasis on Software Asset Management, Application Portfolio Management, Hardware Asset Management, and Configuration Management.

Key Responsibilities:

  • Manage License Compliance: Own and manage license compliance for all in-scope software publishers, ensuring accurate data management and technical relationships with 3rd party vendors.
  • Implement the Software Asset Management module in ServiceNow, overseeing data management and collaborating with ServiceNow Architects and Developers to align processes with tool functionality.
  • Cultivate trusted relationships with internal stakeholders, including technical contacts, managed service providers, resellers, and internal business units, to facilitate process improvement and effective use of IT resources.
  • Stay up-to-date with technology concepts related to software licensing, including SaaS, Cloud, Hardware platform, workstation, and server, to provide informed decision-making and optimize software utilization.
  • Develop real-time dashboards using ServiceNow's Performance Analytics capabilities to visualize Key Performance Indicators (KPIs) for leadership and support teams, enabling data-driven decision-making.
  • Collaborate with vendor management, sourcing, and data center groups to understand business strategy and requirements, driving IT alignment with organizational objectives.
  • Play a key role in Splunk's ongoing ITSM Maturation program, with ownership of the Software Asset Management implementation and contributing to the development of ITSM policies and procedures.

Requirements:

  • Bachelor's degree in computer science, information systems, or a related field, or equivalent experience.
  • ITIL Certification - minimum Foundation V3.
  • Demonstrable knowledge of the ITSM framework (ITIL).
  • Strong understanding of Software Asset Management and related technologies.
  • At least 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 skills to create process documentation, training materials, and host training sessions with stakeholders.
  • Productive attitude with a focus on Continuous Service Improvement to drive business forward.

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