Splunk Sr. Business Analyst, Customer Support Operations in San Jose, California

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Role:

As a member of the Customer Success - Support Operations team at Splunk, you will help to develop enterprise-wide support business processes that will position the company for continued high growth.

We are looking for a strategic thinker, with excellent Customer Success business insight. In this role you will provide subject matter expertise on a range of process improvement and process management activities. You will be responsible for data gathering and analysis, standard methodology research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards.

Responsibilities:

  • Understands the company’s Customer Success - Support operating model and commercial objectives and how they translate into efficient and standardized business processes.

  • Collaborates with Technical Support Managers in process delivery and process re-engineering; anticipate requirements, uncover areas for improvement, and develop/implement solutions.

  • Uses expertise in industry standard methodologies, policies, procedures, and methodologies to establish process excellence and ensure transformation objectives are met.

  • Analyzes existing “as is" process using different techniques and methods, including documentation of the existing flow.

  • Provides expertise on “to be" process and work with subject matter authorities to obtain agreement.

  • Brings together requirements and use cases from subject matter authorities using interviews, document analysis, requirement workshops, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.

  • Dedicatedly communicates with IT to define and implement system solutions.

  • Creates a formal network and acts as the liaison between business partners, users, and technical teams.

  • Leads the overall drafting of the business requirements / use cases, test scripts / acceptance criteria, and training materials for various transformation initiatives.

  • Collaborates with the business to ensure business readiness and transfer knowledge for any new process / system.

Requirements:

  • 10+ years of Business Process Improvement experience.

  • Strong background in establishing current state Customer Support(Technical Support) process models and providing process improvement / redesign.

  • Validated experience in a high growth, highly scaled SaaS environment.

  • Strong organizational and business analysis skills.

  • Familiar with/ able to drive the Agile development and release methodologies, especially for automation of business processes, improvements/ redesigns.

  • Broad expertise in one or more of the following areas (Go to Market (GTM), Technical Support, Customer Service, Customer Success, Renewals Process & Operations).

  • Ability to work cross-functionally and ensure ability to influence and execute across groups.

  • A passion for technology and an ability to identify new opportunities for efficiency and productivity.

  • Consulting or Six Sigma experience preferred.

  • Bachelor’s degree/foreign equivalent in a related discipline or meaningful relevant on the job experience.

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

About Splunk

Splunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.

Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.

Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!

Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.

We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.

Benefits & Perks: Wow! This is really cool!

SF Only

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Non SF

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.

This isn’t a job – it’s a life changer – are you ready?

Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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