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Service & KPI Construction: Build and maintain Services within ITSI. Define and tune KPIs using Base Searches to ensure high-performance data retrieval.
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Threshold Management: Implement and manage Adaptive Thresholding to account for data trends (e.g., peak vs. off-peak traffic) and reduce false positives.
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Episode Management: Design and refine Aggregation Policies to group related notable events into actionable Episodes, significantly reducing the "noise" sent to on-call engineers.
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Entity Mapping: Manage Entity Discovery and ensure infrastructure components (servers, containers, cloud instances) are correctly associated with their respective services.
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Glass Table Development: Create and update functional Glass Tables for both technical deep-dives and executive-level status views.
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Troubleshooting & Maintenance: Monitor the health of the ITSI environment itself, ensuring search head performance isn't degraded by inefficient KPI searches.
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Bidirectional JSM Integration: Configure and maintain the Splunk ITSI Module for JSM. Ensure that ITSI Episodes automatically create, update, and close Jira tickets based on service health status.
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Incident Workflow Automation: Map ITSI "Severity" and "Priority" levels to JSM Incident fields to ensure the right on-call teams are notified via the correct queues.
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Alert-to-Ticket Optimization: Refine Aggregation Policies to ensure JSM isn't flooded with duplicate tickets; implement "flapping" logic to prevent tickets from reopening unnecessarily.
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Service Mapping Alignment: Synchronize the ITSI Service Tree with the JSM Service Registry to ensure consistent reporting across the ITIL lifecycle.
Qualifications You Must Have:
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Typically requires a University Degree or equivalent experience and a minimum 5 years of experience, or an Advanced Degree and a minimum 3 years experience.
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2+ years of Splunk Administration, with at least 1 year focused specifically on ITSI.
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SPL Proficiency: Ability to write complex searches, use eval, stats, and join efficiently, and optimize searches for performance.
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ITSI Modules: Experience with the Service Analyzer, Notable Event Review, and Deep Dives.
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CIM Knowledge: Experience mapping data to the Common Information Model (CIM) to ensure seamless ITSI integration.
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Data Onboarding: Experience configuring forwarders and technical add-ons (TAs) to bring data into Splunk for ITSI consumption.
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Jira Integration Experience: Experience using the Splunk Add-on for Jira or the ITSI Action Center to push data to JSM.
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API & Webhooks: Comfortable working with REST APIs and Webhooks to troubleshoot communication issues between Splunk and the Atlassian Data Center on-prem environment.
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ITSM Process Knowledge: Basic understanding of ITIL frameworks (Incident, Problem, and Change Management) to ensure technical alerts follow business governance.
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Solid understanding of IT infrastructure components (servers, networks, databases, cloud platforms, etc.) and their interdependencies.
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Proficiency in scripting languages such as Python or PowerShell for automation and customization.
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Active and transferable U.S. government issued security clearance is required prior to start date. U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance.
Qualifications We Prefer
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Splunk certifications, such as ""Splunk Enterprise Certified Admin" or “Splunk IT Service Intelligence Certified Admin”
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Experience with ITIL concepts and practices.
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Knowledge of additional monitoring tools and platforms.
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Experience working in large-scale IT environments or industries such as aerospace, defense, or manufacturing.
Candidate Profile: What "Good" Looks Like
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Practical & Methodical: You don't just "turn on" an alert; you watch it for a week to make sure it isn't flapping.
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A fix-it Mentality: You enjoy cleaning up messy metadata, fixing broken entity aliases, and keeping the Service Tree organized.
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Performance-Minded: You understand that a poorly written Base Search can tank a Search Head, and you proactively optimize your queries.
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Requires advanced knowledge of work area typically obtained through advanced education combined with experience. May have practical knowledge of project
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management. Practical to substantial knowledge of RTX projects, programs or systems with the ability to make enhancements and leverage in daily work.
What We Offer: Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
Learn More & Apply Now
Work Location: Onsite - Tewksbury MA or Richardson TX
Please consider the following role type definition as you apply for this role:
Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products
As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.
The salary range for this role is 86,800 USD - 165,200 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.
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