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Business Systems Administrator

hace 2 semanas

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

Company Overview:

Splunk is a leading enterprise technology company that specializes in unified security and observability platforms. Our mission is to build a safer and more resilient digital world, where our customers can trust their digital systems to be secure and reliable.

Job Description:

The Customer Success Technical Solution Analyst will play a critical role in guiding the configuration, maintenance, and support of various business systems used within Splunk's Customer Success organization. This includes focusing on Professional Services, ensuring that these systems and processes are functioning optimally and efficiently, and meeting the needs of the organization.

Key Responsibilities:

  • Proactively suggest enhancements or tools for business teams by monitoring product releases for what's new and evaluating the marketplace for trends and ideas.
  • Make recommendations on improvement requests and system bugs and formulate requests for IT for various Professional Services tools.
  • Evaluate and provide guidance on bugs and enhancements raised as SNOW tickets and develop plans of action for avoiding common issues.
  • Meet with Professional Services leadership and teams to discuss projects and roadmap, gather pain points and suggestions.
  • Partner with IT on business initiatives to ensure we meet business objectives.
  • Understand and be able to provide guidance on how key business systems are used at Splunk including Certinia, Salesforce Sales, Service and Experience Clouds, Jira, and other tools.
  • Understand key business processes within Customer Success such as Customer Success Management, Technical Support, and Professional Services.
  • Create and maintain documentation on Customer Success tool configurations, automations, and processes to facilitate change management and training for internal teams.

Requirements:

  • Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
  • 5+ years of experience in business systems administration, preferably in a corporate setting.
  • Experience in employee onboarding of software systems, providing training and support as needed.
  • Experience implementing or managing Certinia for a Professional Services team within a Technology company.
  • Strong technical skills in configuring and maintaining various business systems, including Certina, Salesforce, Jira.
  • Experience in system troubleshooting and issue resolution.
  • Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
  • Ability to work independently and proactively, with a strong sense of ownership and accountability.
  • Highly adaptable to changing environments.
  • Strong analytical and problem-solving skills, with phenomenal attention to detail.
  • Excellent time management, organization, and prioritization skills.