Senior ITSM Practice Lead (US Remote Available)

Cisco; Georgia (VT); Remote; USD 105,000 - 146,000; Full time

Job summary

An innovative company is seeking a Senior IT Service Management Practice Lead to enhance ITSM processes using ServiceNow. In this role, you'll drive best practices in Incident and Problem Management, collaborate with architects, and foster a culture of Continuous Service Improvement. This position offers a unique opportunity to work in a supportive environment while helping organizations optimize their IT operations. If you're passionate about IT and eager to make a meaningful impact, this role is perfect for you. Join a team that values your contributions and supports your growth in a dynamic industry.

Benefits

Flexible working arrangements

401(k) plan with match

Medical, dental, and vision insurance

Paid time off

Growth and mentorship opportunities

Qualifications

• 4+ years of experience with ServiceNow or other ITSM tools.
• Strong understanding of Incident and Problem Management processes.

Responsibilities

• Lead ITSM Maturation program focusing on Incident and Problem Management.
• Train IT teams on ServiceNow and ITSM processes.

Skills

ITSM framework knowledge

Incident Management

Problem Management

ServiceNow platform experience

Communication skills

Continuous Service Improvement

Agile methodology knowledge

Education

Bachelor's degree in Computer Science or related field

ITIL Certification - minimum Foundation V3

ITIL V4 Foundation or above (preferred)

Tools

ServiceNow

Performance Analytics

Job description

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.

Meet the IT Solutions Team:

If you have a passion for problem solving and love staying ahead of the ever-evolving realm of IT, then you’ve come to the right place. Our IT Solutions team drives Splunk’s competitive advantage by providing the tools, technology, infrastructure and support needed to work productively and securely. Learn more about the team, meet our leaders, and hear more from our Splunk IT engineers and technical support leaders at splunk.com/careers/it-solutions.

Responsibilities:

1. Playing a major role in our ongoing ITSM Maturation program, with ownership of the Incident and Problem Management practices.
2. Collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.
3. 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.
4. Ensuring ITSM policies are reflected in the way the platform is configured.
5. Training other IT Teams on the use of ServiceNow, and on all ITSM processes - particularly with regard to Incident and Problem Management.
6. Documenting processes, policies, templates etc. for Runbooks, Support Manuals (SOPs), Incident Checklists etc.
7. 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.
8. Communication – Create communication plans and materials for rolling out / promoting new processes, new features being released, enhancements, upgrades, upcoming outages and planned maintenance, etc.

Requirements:

1. Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience.
2. ITIL Certification - minimum Foundation V3.
3. Demonstrable knowledge of the ITSM framework (ITIL).
4. Strong understanding of Incident and Problem Management.
5. 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.
6. 8+ years of experience with ITSM practice areas.
7. Excellent written and spoken communication and interpersonal skills to create process documentation, training materials and to host training sessions with stakeholders.
8. Productive attitude with a focus on Continuous Service Improvement to drive the business forward.
9. Encourage automation, efficiency, streamlining of processes and workflows to promote adoption of best practices.
10. Knowledge of Agile framework and experience of Agile ceremonies, terminology etc.
11. 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.
12. Understands emerging trends and champions industry ITSM best practices to the team for the benefit of the enterprise.

Preferred Qualifications / Experience:

1. Experience of ITSM Transformation / implementation projects.
2. Business analysis skills to turn business requirements into technical scope / functional requirements / statement of work documentation for development teams.
3. ITIL V4 Foundation or above.
4. Experience with merging disparate ITSM process/platform capabilities into a single enterprise ITSM capability.

What We Offer You: Wow, I want that.

1. 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.
2. A set of extraordinarily hardworking, innovative, open, fun and dedicated peers, all the way from engineering and QA to product management and customer support.
3. Growth and mentorship. We believe in growing engineers through ownership and leadership opportunities. We also believe mentors help both sides of the equation.
4. 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: $132,000.00 - 181,500.00 per year

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

Base Pay Range: $118,800.00 - 163,350.00 per year

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

Base Pay Range: $105,600.00 - 145,200.00 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.