Service Operations Analyst, Splunk Global Security (SGS)

Splunk Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Splunk, a Cisco company, is looking for a Service Operations Analyst to ensure operational excellence across security services. This role involves incident coordination, operational management, and process improvement. Candidates should possess ITSM experience and strong communication skills to effectively liaise between multiple teams.

Qualifications

• 2–4 years of experience in IT Service Management, IT Operations, or similar roles.
• Ability to run and improve business-critical services.
• Excellent written and verbal communication skills.

Responsibilities

• Own and operate the execution of services for SGS.
• Facilitate communication and coordination between multiple teams.
• Support service teams with continuous improvements.

Skills

Communication

Problem Solving

Process Improvement

Tools

JIRA

ServiceNow

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.OverviewThe Splunk Global Security (SGS) organization is seeking a Service Operations Analyst (SOA) to help keep the wheels turning across our diverse service offerings. This position is ideal for anyone with ITSM experience, past exposure to cybersecurity, and a knack for running and improving processes.The focus of this role is on “keeping the lights on”—ensuring day-to-day operational excellence across existing security services. You’ll lead and respond to operational incidents, coordinate with service owners on issue resolution, and help evolve support processes to meet changing business and security demands.This is a blend of operations, incident coordination, process enablement, and light-touch project management, with the opportunity to grow deeper into any of those areas.Meet the TeamOur SGS organization is led by Splunk’s Chief Information and Security Officer (CISO). The team's purpose is to deliver a comprehensive set of services, crafted to successfully defend and protect Splunk and its customers. The Strategy, Planning and Operations (SPO) Team within the SGS organization consists of three functions - Technical Program Management, Service Delivery Management, and Service Operations. Learn more about SGS, meet our leaders, and hear more from our Splunk security experts at splunk.com/careers/splunk-global-security.ResponsibilitiesDelivery Oversight: Own and operate the day-to-day execution of services required to run the SGS business, ensuring services run smoothly.Service Facilitation:

• Facilitate communication and coordination between multiple teams (i.e., between SGS and non-SGS partners (e.g., Finance, Procurement, Engineering)) to ensure successful service outcomes.
• Participate in the intake, prioritization, and tracking delivery of enhancements, and recurring service activities.
• Assist with light project coordination—scheduling meetings, and supervising action items.

Operational Support:

• Support service teams with continuous improvements and maintenance of runbooks, workflows, other process documentation, and raise partner concerns in line with established governance.
• Apply ITSM principles to handle incidents, problems, and service requests through their process.

Reporting and Metrics:

• Define and use dashboards and reports that provide transparency into delivery status, risk areas, and service effectiveness.
• Leverage Splunk products for visibility and alerting, where applicable, to support service reliability and incident detection.

Collaborator Management: Develop strong relationships with internal and external partners and multi-functional teams to ensure clarity and accountability in service execution.Must-have Qualifications

• 2–4 years of experience in IT Service Management (ITSM), IT Operations, or similar technical operations roles.
• Demonstrated ability to run and improve upon business critical service offerings including resolving operational issues
• Proficient with tools such as JIRA and ServiceNow.
• Excellent written and verbal communication skills.

Preferred QualificationsWe’ve taken special care to separate the must-have qualifications from the nice-to-haves. “Nice-to-have” means just that: Nice. To. Have. So, don’t worry if you can’t check off every box. We’re not hiring a list of bullet points–we’re interested in the whole you.

• Experience with security operations, cybersecurity tools, or general InfoSec environments.
• Foundational project coordination experience (task tracking, scheduling, meeting facilitation).
• Service delivery mentality with a desire to improve and optimize support processes.
• Exposure to Splunk products (e.g., Enterprise, SOAR, or Splunk Cloud).
• Experience supporting or coordinating service delivery in a cloud or hybrid environment.

Splunk is an Equal Opportunity EmployerSplunk, 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.