CDS Service Intelligence Specialist (Secret Clearance Required)

RTX•Tewksbury, MA

2d•Onsite

About The Position

RTX Classified Digital Services (CDS) is seeking a a motivated and hands-on Splunk ITSI Administrator to own the day-to-day configuration, health, and output of our Service Intelligence platform. You won't just be building dashboards; you will be responsible for mapping our technical infrastructure to meaningful business services, tuning KPIs to eliminate "alert fatigue," and ensuring our operations teams have a clear line of sight into system health. The ideal candidate will play a critical role in delivering actionable insights, ensuring robust service monitoring, and enabling proactive alerting across our IT infrastructure. This individual will work closely with cross-functional teams to ensure the health and performance of our services while driving continuous improvement in our monitoring and alerting capabilities. This is a practitioner role—we need someone who can dive into SPL, configure complex Aggregation Policies, and ensure our ITSI environment is performant and accurate. This role will be onsite in either our Tewksbury MA or Richardson TX locations. It required an active Secret Clearance in order to be considered

Requirements

Typically requires a University Degree or equivalent experience and a minimum 5 years of experience, or an Advanced Degree and a minimum 3 years experience.
2+ years of Splunk Administration, with at least 1 year focused specifically on ITSI.
SPL Proficiency: Ability to write complex searches, use eval, stats, and join efficiently, and optimize searches for performance.
ITSI Modules: Experience with the Service Analyzer, Notable Event Review, and Deep Dives.
CIM Knowledge: Experience mapping data to the Common Information Model (CIM) to ensure seamless ITSI integration.
Data Onboarding: Experience configuring forwarders and technical add-ons (TAs) to bring data into Splunk for ITSI consumption.
Jira Integration Experience: Experience using the Splunk Add-on for Jira or the ITSI Action Center to push data to JSM.
API & Webhooks: Comfortable working with REST APIs and Webhooks to troubleshoot communication issues between Splunk and the Atlassian Data Center on-prem environment.
ITSM Process Knowledge: Basic understanding of ITIL frameworks (Incident, Problem, and Change Management) to ensure technical alerts follow business governance.
Solid understanding of IT infrastructure components (servers, networks, databases, cloud platforms, etc.) and their interdependencies.
Proficiency in scripting languages such as Python or PowerShell for automation and customization.
Active and transferable U.S. government issued security clearance is required prior to start date.
U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance.

Nice To Haves

Splunk certifications, such as "Splunk Enterprise Certified Admin" or “Splunk IT Service Intelligence Certified Admin”
Experience with ITIL concepts and practices.
Knowledge of additional monitoring tools and platforms.
Experience working in large-scale IT environments or industries such as aerospace, defense, or manufacturing.

Responsibilities

Service & KPI Construction: Build and maintain Services within ITSI. Define and tune KPIs using Base Searches to ensure high-performance data retrieval.
Threshold Management: Implement and manage Adaptive Thresholding to account for data trends (e.g., peak vs. off-peak traffic) and reduce false positives.
Episode Management: Design and refine Aggregation Policies to group related notable events into actionable Episodes, significantly reducing the "noise" sent to on-call engineers.
Entity Mapping: Manage Entity Discovery and ensure infrastructure components (servers, containers, cloud instances) are correctly associated with their respective services.
Glass Table Development: Create and update functional Glass Tables for both technical deep-dives and executive-level status views.
Troubleshooting & Maintenance: Monitor the health of the ITSI environment itself, ensuring search head performance isn't degraded by inefficient KPI searches.
Bidirectional JSM Integration: Configure and maintain the Splunk ITSI Module for JSM. Ensure that ITSI Episodes automatically create, update, and close Jira tickets based on service health status.
Incident Workflow Automation: Map ITSI "Severity" and "Priority" levels to JSM Incident fields to ensure the right on-call teams are notified via the correct queues.
Alert-to-Ticket Optimization: Refine Aggregation Policies to ensure JSM isn't flooded with duplicate tickets; implement "flapping" logic to prevent tickets from reopening unnecessarily.
Service Mapping Alignment: Synchronize the ITSI Service Tree with the JSM Service Registry to ensure consistent reporting across the ITIL lifecycle.