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 Summary**:
As a member of the Customer Success - Support Operations team at Splunk, you will help craft, implement, and manage enterprise-wide support processes and programs. We are looking for a strategic thinker, with excellent customer support business insight. In this role you will provide domain expertise in business analysis, process design, and project management activities. You will be responsible for leading the implementation of vital tools, processes, and reporting to ensure the success of our support resources across various skills. The BA works collaboratively and independently to provide project management and business analyst support for continuous improvements in support and improving our customer experience, performance, and productivity while managing costs.
**What you'll get to do**:
- Understand the company's customer success - support operating model and commercial objectives and how they translate into efficient and standardized business processes
- Collaborate with Technical Support Managers in process delivery and process re-engineering; anticipate requirements, uncover areas for improvement, and develop/implement solutions
- Use expertise in industry standard methodologies, policies, procedures, and methodologies to establish process excellence and ensure transformation objectives are met
- Analyze existing "as is" process using different techniques and methods, including documentation of the existing flow
- Provide guidance on project coordination, timelines, & resourcing
- Dedicatedly communicates with IT to define and implement system solutions
- Build a formal network and acts as the liaison between business partners, users, and technical teams
- Leads the overall drafting of the business requirements / use cases, test scripts / acceptance criteria, and training materials for various transformation initiatives
- Collaborates with the business to ensure business readiness and transfer knowledge for any new process / system
- Assist with enterprise-wide program implantation including coordination of tasks, achievements, and deadlines
**Must-have Qualifications**:
- 5+ years of Business Process Improvement and Project management experience
- Solid background in establishing current state Customer Support (Technical Support) process models and providing process improvement / redesign
- Validated experience in a high growth, highly scaled SaaS environment
- Strong organizational and business analysis skills
- Familiar with/ able to drive the Agile development and release methodologies, especially for automation of business processes, improvements/ redesigns
- Broad expertise in one or more of the following areas (Go to Market (GTM), Technical Support, Customer Service, Customer Success, Renewals Process & Operations)
- Ability to work across multi-functional groups and ensure ability to influence and implement across groups
- A passion for technology and an ability to identify new opportunities for efficiency and productivity
- Consulting or Six Sigma experience preferred
- Bachelor's degree/foreign equivalent in a related field or meaningful relevant on the job experience
**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.
Note:
**Base Pay Range**
Costa Rica
Base Pay: CRC 27,200,000.00 - 37,400,000.00 per year
