Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. 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. Come help organizations be their best, while you reach new heights with a team that has your back.
Role:
We are seeking a dynamic Principal IT Service Management (ITSM) Practice Lead to join the Cisco/Splunk IT organization. Along with your team members, you will be responsible for delivering the ITSM experience leveraging the ServiceNow platform at Splunk and Cisco.
The ITSM Practice Lead will focus on maturing all ITSM processes and their corresponding ServiceNow modules to drive best practice in everything we do, with a particular focus on Change and Release Management. 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 Information Technology Solutions Team.
Responsibilities:
- Playing a major role in our ongoing ITSM Maturation program, with ownership and accountability for the Change and Release capabilities.
- 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 Change and Release Management.
- Assisting the ITSM Team in developing, building, testing, deploying and updating items and workflows within the Service Catalog 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.
Requirements:
- Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience
- ITIL Certification - minimum Foundation V4
- Demonstrable knowledge of the ITSM framework (ITIL)
- Expert understanding of Change and Release Management and practical application of best practices to improve and mature these practice areas.
- 12+ years of experience with ITSM practice areas
- 6+ 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
- Comfortable leading multiple initiatives and working within a matrixed organization to deliver business outcomes through focus improvement initiatives
- 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
- 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.
- Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.
- 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
- 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.
Compensation Range: $139,000.00 - 193,000.00 per year
Splunk is an Equal Opportunity Employer
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Why Cisco? #WeAreCisco
- #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
- Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
- We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!
- Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us.
Message to applicants applying to work in the U.S. and/or Canada:
- When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
- U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
- Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
