Senior ITSM Practice Lead (US Remote Available) - 32517

Splunk

292d • Hybrid

About The Position

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 Senior IT Service Management (ITSM) Practice Lead to join the Cisco/Splunk IT organization. Along with your team members, you will be responsible for the overall ServiceNow and ITSM experience 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 Incident and Problem 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 capabilities.

Requirements

• Bachelor's degree in the field of computer science, information systems, other related degree, or equivalent experience.
• ITIL Certification - minimum Foundation V3.
• Demonstrable knowledge of the ITSM framework (ITIL).
• Strong understanding of Incident and Problem Management.
• 4+ 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.
• 8+ years of experience with ITSM practice areas.
• 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.
• Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.
• 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.
• Understands emerging trends and champions industry ITSM best practices to the team for the benefit of the enterprise.

Nice To Haves

• 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.
• ITIL V4 Foundation or above.
• Experience with merging disparate ITSM process/platform capabilities into a single enterprise ITSM capability.

Responsibilities

• Playing a major role in our ongoing ITSM Maturation program, with ownership of the Incident and Problem Management practices.
• 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 Incident and Problem Management.
• 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.

Benefits

• A constant stream of new things for you to learn.
• 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.
• A stable, collaborative and supportive work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree