ITSM Engineer ( Splunk Global Security)
Splunk
- San José
- Permanente
- Tiempo completo
- 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
- 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.
- 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
- 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, all the way from engineering and QA to product management and customer support.
- Growth and mentorship. We believe in growing engineers through ownership and leadership opportunities. We also believe mentors help both sides of the equation.
- A stable, collaborative and supportive work environment.