Principal ITSM Practice Lead (Change & Release Management)

Splunk; Massachusetts; On-site; USD 144,000 - 198,000; Full time

Job summary

An established industry player is seeking a Principal ITSM Practice Lead to enhance Change and Release Management processes using ServiceNow. This role involves collaborating with cross-functional teams to mature ITSM practices, drive continuous service improvement, and implement best practices. Join a supportive environment that values innovation and employee growth, where your expertise will directly impact the efficiency of IT operations. If you are passionate about IT service management and enjoy leading initiatives that foster collaboration and improvement, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Flexible Work Arrangements

Employee Mentorship Programs

Learning Opportunities

Collaborative Work Environment

Qualifications

• 12+ years of experience in ITSM practice areas.
• Experience with ServiceNow modules including Change and Release.

Responsibilities

• Lead ITSM Maturation program focusing on Change and Release capabilities.
• Train IT teams on ServiceNow and ITSM processes.

Skills

ITIL Framework

Change Management

Release Management

ServiceNow

Agile Methodologies

Communication Skills

Problem-Solving Skills

Education

Bachelor's Degree in Computer Science

ITIL Certification - Foundation V4

Tools

ServiceNow

Performance Analytics

Job description

Principal ITSM Practice Lead (Change & Release Management)

Join to apply for the Principal ITSM Practice Lead (Change & Release Management) role at Splunk

Principal ITSM Practice Lead (Change & Release Management)

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Join to apply for the Principal ITSM Practice Lead (Change & Release Management) role at Splunk

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.
  
  

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.

Note

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range $160,000.00 - 220,000.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range $144,000.00 - 198,000.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range $129,600.00 - 178,200.00 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 competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https //splunkbenefits.com.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Information Technology, and Sales

• Industries

  Software Development, IT Services and IT Consulting, and Technology, Information and Internet

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