Security and Risk Management

San José, Costa Rica

- Hybrid Remote

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

Apply Now

Splunk's Hiring Practices

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