Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.
**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!
The ITSM Engineer will focus on maturing all ITSM processes and their corresponding ServiceNow modules to drive standard methodologies in everything we do. You will work with ServiceNow Architects and Developers to align processes with tool functionality and drive a culture of Continuous Service Improvement across ITSM and the whole of the Splunk Global Security organization.
**Responsibilities**:
- Playing a significant role in our ongoing ITSM Maturation program
- Collating requirements from service owners for new functionality, fulfilling requirements aligned with industry standard processes.
- Use Splunk's capabilities to 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.
- Ensuring ITSM policies are reflected in the way the platform is configured
- Training other Security Teams on the use of ServiceNow, and on all ITSM processes
- Assisting the ITSM Team in developing, building, testing, deploying and updating items and workflows within the Service Catalogue 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.
- Assist in the design and deployment of ServiceNow's CMDB usage for Global Security team
**Requirements**:
- Bachelor's degree in the field of computer science, information systems, other related degree, or equivalent experience
- 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
- ITIL Certification - minimum Foundation V3
- Demonstrable knowledge of the ITSM framework (ITIL)
- Solid understanding of Change and Release Management
- Excellent written and spoken communication and interpersonal skills to create process documentation, training materials and to host training sessions with stakeholders
- Productive approach with a focus on Continuous Service Improvement to drive the business forward
- Encourage automation, efficiency, streamlining of processes and workflows to promote adoption of standard methodologies
- Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.
**Preferred Qualifications / Experience**:
- Experience of ITSM Transformation / implementation projects
- Business analysis skills to turn business requirements into technical scope / functional requirements / statement of work documentation for development teams
- ITIL V4 Foundation or above
- Solid Understanding or experience using Splunk enterprise and other Splunk products is desirable
**What We Offer You**:
- A constant stream of new things for you to learn. We're always expanding into new areas, bringing in open source projects and contributing back, and exploring new technologies.
- A set of extraordinarily hardworking, innovative, open, fun and dedicated peers,