Senior ITSM Practice Lead (US Remote Available)

Description

Role:

Meet the IT Solutions Team:

Responsibilities:

• Playing a major role in our ongoing ITSM Maturation program, with ownership of the Incident and Problem Management practices.
• Collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.
• Using ServiceNow’s Performance Analytics 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 IT Teams on the use of ServiceNow, and on all ITSM processes - particularly with regard to Incident and Problem Management.
• 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.

Requirements:

• Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience
• ITIL Certification - minimum Foundation V3
• Demonstrable knowledge of the ITSM framework (ITIL)
• Strong understanding of Incident and Problem Management
• 4+ 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
• 8+ years of experience with ITSM practice areas
• Excellent written and spoken communication and interpersonal skills to create process documentation, training materials and to host training sessions with stakeholders
• Productive attitude with a focus on Continuous Service Improvement to drive the business forward
• Encourage automation, efficiency, streamlining of processes and workflows to promote adoption of best practices
• Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.
• Track record of collaborating with other teams on problems to find appropriate solutions. Finds opportunities independently and helps others to build relationships with similar subject matter experts.
• Understands emerging trends and champions industry ITSM best practices to the team for the benefit of the enterprise.

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
• Experience with merging disparate ITSM process/platform capabilities into a single enterprise ITSM capability

What We Offer You: Wow, I want that.

• 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.

Splunk is an Equal Opportunity Employer

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $132,000.00 - 181,500.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $118,800.00 - 163,350.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $105,600.00 - 145,200.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https://splunkbenefits.com.

Thank you for your interest in Splunk!