IT Service Management Specialist

hace 5 días


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

We are seeking a skilled IT Service Management Specialist to join our team at Splunk. This is a unique opportunity to drive ITSM processes and ServiceNow alignment, working closely with ServiceNow Architects and Developers.

About the Role:

  • Mature ITSM processes and align them with tool functionality to drive Continuous Service Improvement.
  • Transform metrics reporting from reactive manually-produced reports to automated, real-time dashboards based on defined measures, metrics, and Key Performance Indicators for Leadership and support teams.
  • Ensure ITSM policies are reflected in the way the platform is configured.
  • Train other IT Teams on using ServiceNow, and on 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.
  • Assist in maturing our knowledge-centered support model by working with the Global Service Desk and Resolver teams to populate the Knowledge Management database.
  • Create communication plans and materials for rolling out / promoting new processes, new features being released, enhancements, upgrades, upcoming outages and planned maintenance, etc.
  • Coordinate demand for new features with the ServiceNow Team, assisting the prioritizing and scheduling of enhancements and fixes.

Requirements:

  • Bachelor's degree in Computer Science, Information Systems or related field, or equivalent experience.
  • 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 to create process documentation, training materials and to host training sessions with stakeholders.
  • Productive attitude with a focus on Continuous Service Improvement to drive the business forward.
  • Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.

What We Offer:

  • A competitive salary of $120,000 - $180,000 per year, depending on experience.
  • A constant stream of new things for you to learn.
  • A set of hardworking, innovative, open, fun and dedicated peers.
  • Growth and mentorship opportunities.
  • A stable, collaborative and supportive work environment.


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