ITSM Engineer
Splunk Security
Posted on 4/5/2023

5,001-10,000 employees

Data management & visualization platform
Company Overview
Splunk's mission is to address the challenges and opportunities of managing massive streams of machine-generated big data. Splunk is the leading software platform for machine data that enables customers to gain real-time Operational Intelligence.
San Jose, CA, USA
Experience Level
Desired Skills
Data Analysis
  • Bachelor's degree in Computer Science, Information Systems, or related field
  • 3-5 years of proven experience in ITSM engineering and implementation
  • Demonstrable expertise of ITIL framework and ITSM tools
  • Experience in incident management and problem management
  • Familiarity with ITSM reporting and analytics
  • Excellent communication and collaboration skills
  • Ability to work independently and as part of a team
  • Strong analytical and problem-solving skills
  • Design, implement, and improve ITSM processes supporting the newly formed Splunk Security CoE
  • Conduct Lean Action Workouts to continuously optimize processes and procedures
  • Develop and maintain ITSM documentation including runbooks, value stream maps, and work instructions
  • Partner with IT teams to find opportunities for service improvement and to implement standard methodologies in ITIL framework
  • Conduct regular audits to ensure alignment to ITSM policies and procedures
  • Ownership of key performance indicators that govern the health of the ITSM program for the team
  • Lead oversight of incident management and problem management processes
  • Provide technical expertise and support to SSCoE team on ITSM related matters
  • Lead integration activities between ServiceNow, Jira, and the suite of tools in use by the SSCoE
  • Collaborate with multi-functional teams to implement ITSM processes and systems
  • Keep up-to-date with industry changes and methods in ITSM