On Demand Consultant

at  Splunk

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.

TECHNICAL SKILLS

• Solid experience in technical consulting or big-data analytics
• Demonstrable understanding of common enterprise applications
• Statistical and analytical modeling is a plus
• Working knowledge or recent experience with scripting languages (bash), application development (java, python, .NET), databases and analytical tools

SOFT SKILLS:

• Ability to act as the trusted technical advisor to customers for assigned tickets within the bounds of the On-Demand Service
• Outstanding written and oral communication skills a must
• Listen objectively to others’ opinions and ideas applying active listening skills
• Strong customer facing soft skills – must instill confidence and provide guidance towards resolution with high customer satisfaction
• Highly developed skills for problem solving, and problem resolution
• Ability to balance multiple customers and competing priorities

ROLE:

As an On-Demand Consultant you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. You’ll address organizations’ most challenging problems, including the ones they didn’t know existed. Splunkers are self-motivated and have a steadfast thirst to learn exciting technologies and thrive in a constantly evolving environment. You will be a Splunk expert and adept at understanding, adapting, and guiding our customers on how to best use our Platform. Are you up for the challenge?

RESPONSIBILITIES:

Strategic Case-based delivery for On-Demand which includes providing customers high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for area of field including:

• Splunk Core/Cloud
• Enterprise Security/UBA
• SOAR/Phantom
• ITOps, DevOps

Daily focus on assigned On-Demand requests that are submitted to ensure satisfactory completion. Key elements include:

• Customer alignment on requirements with each request
• Deliver outstanding outcomes, based on customer requirements
• Documentation of activities and outcomes for each request
• Outstanding customer satisfaction survey scoring

Partner with appropriate internal resources and customer facing teams, to actively manage customers and their respective needs and drive continued use of the On-Demand service. Key activities include:

• Satisfactory completion of existing cases
• Recommendation for continuation cases to continue deeper level work on related topics
• Advise on new/next cases required to drive continued optimization and adoption

Outstanding execution of practice key performance indicators and contributions such as:

• Process creation and process improvements
• Collateral creation or improvements
• Tools development and implementation
• All-in on Adoption
• Drive high CSAT score
• Identify and capture customer success stories
• Drive product upsell and expansion
• Team growth
• Mentor / mentee program