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Company Overview:
Splunk is a leading provider of unified security and observability platforms, helping enterprises keep their digital systems secure and reliable. With a strong focus on innovation and customer satisfaction, Splunk has won numerous awards as a best place to work.
Job Description:
We are seeking a dynamic Senior IT Service Management (ITSM) Specialist to join our Global Service Management organization. As a Configuration and Asset Management Specialist, you will be responsible for implementing the Software Asset Management module in ServiceNow and driving best practice in everything we do.
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.
- 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
