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Customer Success and Support

Support Business Applications Administrator

  • - Hybrid Remote

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". 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.

Role Summary

The Support Business Applications Administrator will be responsible for configuration, maintenance, and support of various business systems used within Splunk’s Support organization, including Salesforce Omni-Channel. The Support Business Applications Administrator will ensure that these systems and processes are functioning effectively and efficiently, and that they meet the needs of the organization. The Support Business Applications Administrator will collaborate with operations, IT, and business teams to develop and implement system enhancements and improvements.

What you'll get to do

  • Responsibilities include administration, configuration, and troubleshooting for business-critical applications used by the Support organization
  • Manage all aspects of Salesforce Omni-Channel, the support case routing tool, including but not limited to skills-based routing configuration
  • Manage access, licenses, and change requests for Support Collaboration tools such as Email to Case Premium, Calendly, Zoom, and Dialpad
  • Triage Jira tickets for enhancement requests and system bugs for Support tools such as Salesforce, Omni-Channel, and Support Portal
  • Maintain Support Announcements on the Customer Portal
  • Refine current Jira ticketing processes to be more streamlined and uniform for the team
  • Perform preliminary investigations on reported issues or tooling capabilities
  • Respond to inquiries from level 1 support involving Support User permission access
  • Understand Salesforce Service Console and the support case and incident management processes
  • Collaborate with business teams to identify, develop and implement system enhancements and improvements
  • Create and maintain documentation on Support tool configurations, automations, and processes to facilitate change management and training for internal teams

Must-have Qualifications

  • Bachelor's degree in Computer Science, Information Systems, Business, or a related field
  • 3+ years of experience in business systems administration, preferably in a corporate setting
  • Experience in employee onboarding of software systems, providing training and support as needed.
  • Strong technical skills in configuring and maintaining various business systems, including Salesforce, Jira,
  • Experience in system troubleshooting and issue resolution.
  • Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
  • Ability to work independently and proactively, with a strong sense of ownership and accountability.
  • Highly adaptable to changing environments
  • Strong analytical and problem-solving skills, with great attention to detail
  • Excellent time management, organization, and prioritization skills

Splunk is an Equal Opportunity Employer

At Splunk, 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

Costa Rica

Base Pay: CRC 19,200,000.00 - 26,400,000.00 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 comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.



Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. 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. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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