Customer Success and Support

- Remote

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". 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.

Role Summary

Ready to shake things up? Splunk continues to be on a tear while enjoying incredible growth year over year. With growth comes scaling opportunities and the need to add a Business Systems Analyst to the Service Technology team. The successful candidate will have a proven track record supporting high value business systems programs with clear critical metrics and measurable value. This role is for you if you possess a blend of engagement skills, business understanding, critical thinking, and a passion for outstanding sales and support systems.

What you'll get to do

The Business Systems Analyst will play a key role within the Service Technology team at Splunk, working closely with leadership and internal customers as we supercharge our go-to-market capabilities. Working cross functionally with a broad set of business partners, you will use keen business process understanding, appreciation for simplicity and quality, critical thinking, and a bit of elbow grease to create comprehensive solutions that meet business and technology objectives while encouraging Splunk’s long range goals.

You will be part of a fast-paced, entrepreneurial team responsible for accelerating and simplifying the Service experience across channels, functions, and platforms. You will be challenged with identifying innovative ideas and proof of concept to deliver against the existing and future needs of our customers.

Must-have Qualifications

7+ years of experience implementing and supporting large scale, technically complex solutions on Salesforce, Force.com, Lightning, and associated ecosystem
Analyze current business processes and make recommendations for improvement based on industry trends and professional business knowledge
Drive system improvement efforts to completion by capturing and assessing user requirements with business partners and devising solutions based on best practices and scalability
Lead the entire delivery process including managing deployment release schedules, hand-off of tickets to Development and QA teams, managing JIRA backlog, prioritization, and sprint planning using Agile methodologies.
Build and deliver appropriate documentation, and communication around feature(s) and process changes
Act as a leader with vision for all business partners – be the expert on using the Salesforce.com platform to address and accelerate the business. Own the vision for long term platform success.
Strong communication skills required. Diligently keep all stakeholders up to date, solicit buy-in from all groups, and handle expectations.
Ability to explain sophisticated systems and technical topics in a clear, concise manner to others who may have minimal technical knowledge using oral, written and visual presentations.

Nice-to-have Qualifications

SFDC certification(s)

Functional Skills

Deep understanding of support and PSA (FinancialForce/Certinia) processes.
Strong problem solving, critical thinking, and analytical skills to set up and interpret logic, data tables, and rule relationships
Have the desire to learn and apply new technologies
Ability to self-train quickly and pick up new skills as necessary
Understanding of cloud offerings market space concepts
Strong interpersonal skills

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

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 comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

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Splunk's Hiring Practices

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^{We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.}

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Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

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