ITSM Engineer

Job Description

Join us as we pursue our exciting new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Role

Do you want to help Splunk build an outstanding service offering that demonstrates the power of our products to internal and external customers? We are seeking a highly skilled ITSM Engineer to join our team. As an ITSM Engineer, you will be responsible for crafting, implementing, and consistently improving our IT Service Management (ITSM) processes to ensure high-quality service delivery across our Splunk Security Center of Excellence (SSCoE). You will partner with our internal teams to identify areas for improvement and implement best-in-class practices in ITIL framework to improve the efficiency and effectiveness of our service offering. This is a passionate team who has fun, enjoys a good laugh but above all else thinks security first!

Responsibilities

• 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

Requirements

• 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

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.