Job Location: Bengaluru
The Role
Where You Fit In
ID Services and Operations (IDSO) core purpose is to Maintain Secure and Reliable IT Operations for Shell. ITSO provides an extensive global portfolio of IT services to Shell with an annual spend of approximately USD 2B delivered by an organization of over 2000 staff and contractors. As our Shell businesses drive value from Data & Digitalization, our IT Services and Operations need to be ahead of the curve in providing the foundational IT services and tools that enable our business to get value from their data and digital opportunities. Additionally, we need to move towards providing a great IT User Experience for our Shell user community in keeping with their consumer user experience outside of Shell.
IDT Process Analyst is involved in development, implementation and maintenance of a Disaster Recovery Program including disaster recovery testing and ongoing process improvements. The individual will support the lines of business in developing a disaster recovery related contingency planning while unifying technical resources in the event of service disruptions or operational risks. Additionally, the candidate should have good understanding of IT Service Management processes (Ex: Incident, Problem, Change etc) .
What’s the role?
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?
Skills & Requirements:
- Basic Qualifications Bachelor’s degree or higher in a technical field (e.g. Computer Science, Engineering)
- 5+ years of relevant experience in IT Operations, with additional experience in one of the following areas: Automation, Monitoring tools
- 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
- Working Knowledge on Disaster Recovery/Business Continuity processes
- 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
- Knowledge on Energy Trading/Trading Lifecycle and ETRM software such as Endur is an advantage
Translated Company Description
- 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.
Additional Information
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
An innovative place to work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Join us and you’ll add your talent and imagination to a business with the power 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.
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’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.
- We’re 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’re closing the gender gap – whether, that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
- We’re 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
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
Disclaimer
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