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.
Overview
The Splunk Global Security (SGS) organization is seeking a Service Operations Analyst (SOA) to help keep the wheels turning across our diverse service offerings. This position is ideal for anyone with ITSM experience, past exposure to cybersecurity, and a knack for running and improving processes.
The focus of this role is on “keeping the lights on”—ensuring day-to-day operational excellence across existing security services. You’ll lead and respond to operational incidents, coordinate with service owners on issue resolution, and help evolve support processes to meet changing business and security demands.
This is a blend of operations, incident coordination, process enablement, and light-touch project management, with the opportunity to grow deeper into any of those areas.
Meet the Team
Our SGS organization is led by Splunk’s Chief Information and Security Officer (CISO). The team's purpose is to deliver a comprehensive set of services, crafted to successfully defend and protect Splunk and its customers. The Strategy, Planning and Operations (SPO) Team within the SGS organization consists of three functions - Technical Program Management, Service Delivery Management, and Service Operations. Learn more about SGS, meet our leaders, and hear more from our Splunk security experts at
splunk.com/careers/splunk-global-security.
Responsibilities
Delivery Oversight: Own and operate the day-to-day execution of services required to run the SGS business, ensuring services run smoothly.
Service Facilitation:
- Facilitate communication and coordination between multiple teams (i.e., between SGS and non-SGS partners (e.g., Finance, Procurement, Engineering)) to ensure successful service outcomes.
- Participate in the intake, prioritization, and tracking delivery of enhancements, and recurring service activities.
- Assist with light project coordination—scheduling meetings, and supervising action items.
Operational Support:
- Support service teams with continuous improvements and maintenance of runbooks, workflows, other process documentation, and raise partner concerns in line with established governance.
- Apply ITSM principles to handle incidents, problems, and service requests through their process.
Reporting and Metrics:
- Define and use dashboards and reports that provide transparency into delivery status, risk areas, and service effectiveness.
- Leverage Splunk products for visibility and alerting, where applicable, to support service reliability and incident detection.
Collaborator Management: Develop strong relationships with internal and external partners and multi-functional teams to ensure clarity and accountability in service execution.
Must-have Qualifications
- 2–4 years of experience in IT Service Management (ITSM), IT Operations, or similar technical operations roles.
- Demonstrated ability to run and improve upon business critical service offerings including resolving operational issues
- Proficient with tools such as JIRA and ServiceNow.
- Excellent written and verbal communication skills.
Preferred Qualifications
We’ve taken special care to separate the must-have qualifications from the nice-to-haves. “Nice-to-have” means just that: Nice. To. Have. So, don’t worry if you can’t check off every box. We’re not hiring a list of bullet points–we’re interested in the whole you.
- Experience with security operations, cybersecurity tools, or general InfoSec environments.
- Foundational project coordination experience (task tracking, scheduling, meeting facilitation).
- Service delivery mentality with a desire to improve and optimize support processes.
- Exposure to Splunk products (e.g., Enterprise, SOAR, or Splunk Cloud).
- Experience supporting or coordinating service delivery in a cloud or hybrid environment.
As part of Cisco's integration of Splunk and our ongoing job mapping process, the [job title and/or range] for this position was updated on June 27, 2025. This change reflects our commitment to aligning roles across the organization while ensuring consistency and clarity. The responsibilities and expectations for this role remain unchanged.
Cisco is an Equal Opportunity Employer
At Cisco, 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
Base Pay Range: $119,000 - $168,000 per year
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.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
