Job Location: Bangalore
The Role
Where you fit in
Shell began operations in India more than 80 years ago. At Shell India, we invest in our people through our industry-leading development programmes, which see our employees, thrive, and gain access to experts on a local and global level. To date, we have invested more than US$ 1 billion already in India’s energy sector alone, in socially and environmentally responsible ways. Shell is the only global major to have a fuel retail license in India.
Shell aims to expand the IT hub in Bangalore, and scale it up. Purpose of the IT Function is to enable the Business by focusing on business outcomes, delivering fit for business technology solutions which enable business agility and profitable growth
What’s the role
The ideal candidate for the IT Process Analyst role relishes working across, Incident & Problem management processes. He/she is an expert in IT Service Management with good stakeholder management skills. The incumbent also passionately partners with the subject matter experts to identify strategic opportunities where improvements in processes can create greater business value.
He/she is a self-starter, comfortable with ambiguity, able to think big (while paying careful attention to detail) and enjoys working in and leading a fast-paced team.
The IT Process Analyst will have the following accountabilities:
- Designing, implementing, operating, and embedding of market standard IT Service Management processes, tools, and controls
- Identifying, implementing, and embedding Process/Operational KPI’s measuring effective IT operations
- Assisting Shell Business lines and suppliers with Incident, Problem, Change, Request, Knowledge and Service Level Management process & tools including answering queries, providing demos and training
- Designing and implementing embedding checks to ensure process compliance
- Contributing to IT Service Management intelligence using insights from data to achieve proactive & pre-emptive IT Service Management – especially focused on preventing Major Incidents
- Identifying and making improvements to operational work instructions and templates to ensure up to date ways of working are available for SOM and suppliers using Incident, Problem and Service Level Management processes
- Contributing to the delivery of automation and continuous improvements to Incident, Problem, Change, Request, Knowledge and Service Level Management using ServiceNow
- Providing controls assurance by assisting SOM process focal points to ensure compliance to key controls
- Working on process control & compliance, including audits (internal & external)
- Contributing to effective integration of Incident, Problem and Service Level Management processes across IT Service Management – especially Event, Change and Configuration Management
- Experience in working with third party suppliers and building credible, sustainable relationships with colleagues, stakeholders, and suppliers
- Contributing to team health as part of a team rotation to manage the functional mailbox, keep Knowledge Articles up to date and contribute to the ServiceNow Yammer community
- Build Management dashboards using ServiceNow
- Flexible to work on other ITIL processes depending organizational priorities
What we need from you
- Bachelor’s degree in Computer Science, Engineering or any related field.
- At least 5+ years of relevant experience in IT Operations, with additional experience in one of the following areas: Automation, Monitoring tools
- At least 3+ years of hands-on experience in supporting complex IT services
- Experience with and skilled in ServiceNow toolset
- Excellent working knowledge on Request, Change, Incident & Problem Management processes
- ITIL Foundations certification
- Awareness of Agile/ Devops process
- Good data analytics skills
- Sound understanding of Access Management and Access Controls
- Experience with working on controls & audits (internal & external)
- Knowledge on Power BI, Cloud (AWS/Azure) & Network is a plus
- A motivated individual, highly analytical, troubleshooting and problem-solving skills
- Strong sense of ownership, urgency, and drive
- Comfortable to work with global stakeholders, internally and externally
- Ability to work under pressure with tight deadlines and balancing multiple priorities
- Have strong interpersonal, communication, facilitation, and presentation skills. Is highly experienced in communicating with leaders and staff at all levels
- Demonstrated abilities in driving operational excellence and best practices
- Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment
Special Challenges
- The incumbent will be expected to manage activities with a high degree of autonomy driven by the operational nature and real time criticality of the role
- Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment
- Ability to interact and build relationships both within Shell and external suppliers
- Ability to ensure one team mind set across the various teams to drive effective delivery
- Working in a Virtual team across multiple time zones may require availability during early morning and/or late evening hours. Managing time and work-life balance is critical
COMPANY DESCRIPTION
Shell is a global energy company where we work towards powering progress through more and cleaner energy solutions. We use advanced technologies and take an innovative approach to help build a sustainable energy future. In India Shell has its businesses footprint in Information Technology, Projects & Technology, Finance Operations, Integrated Gas, Downstream & Upstream spread across more than 7 main locations.
An innovative place to work
Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.
An inclusive place to work
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential…
We are creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there. We are striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity. We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
A rewarding place to work
As an equal opportunity employer, combining our ideas through a creative, collaborative environment and global operations – we have developed and will continue to nurture a unique workplace with an impressive range of benefits to ensure that joining Shell is an inspired and rewarding career choice for everyone.
Disclaimer
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