Senior ITSM Practice Lead
| Company | Splunk |
|---|---|
| Location | Oregon, USA, California, USA, Washington, DC, USA, Texas, USA, Jackson Township, NJ, USA, Florida, USA, Waterbury, CT, USA, Georgia, USA, Arizona, USA, Colorado, USA, Maryland, USA, Massachusetts, USA |
| Salary | $105600 – $181500 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
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.
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.
Preferred Qualifications
- 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