Shell Hiring for IT Process Analyst, Incident and Problem Job at Bangalore Full Time

Accountabilities

• Contributes to the design, implementation, operation and embedding of market standard Incident, Problem and Service Level Management processes, tools and controls
• Performs and follows up on embedding checks to ensure process compliance with a focus on Incident and Service Level Management
• Provides controls assurance by assisting SOM process focal points to ensure compliance to key controls
• Ensures accurate Operational KPI reporting with a focus on Service Level Management
• Assists SOM and suppliers with Incident, Problem and Service Level Management process & tools including answering queries, providing demos and training
• Maintains 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
• Contributes 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
• Contributes to the delivery of automation and continuous improvements to Incident, Problem and Service Level Management using ServiceNow
• Contributes to effective integration of Incident, Problem and Service Level Management processes across IT Service Management – especially Event, Change and Configuration Management
• Contributes to IT Service Management intelligence using insights from data to achieve proactive & pre-emptive IT Service Management – especially focused on preventing Major Incidents

Dimensions and Special Challenges

• An Enterprise-wide role working with focal points from each of the SOM’s, the Application Management Services providers and the infrastructure suppliers
• Exposure to the requirements of the ITIL market standard processes whilst keeping the Incident, Problem and Service Level Management processes fit for purpose and cost effective
• Working in a Virtual team across multiple time zones may require availability during early morning hours – managing time and work-life balance is critical
• Managing conflicting priorities to achieve win-win solutions
• Working across multiple, cross discipline, cross organizational stakeholders
• Gaining the confidence of virtual stakeholders
• Delivering through others without formal line management authority
• Working very closely with third party suppliers in order to provide a seamless end-to-end Incident and Problem Management service

Qualifications and Skills

Mandatory

• 3 years of corporate IT experience
• Graduate in an IT related degree
• Experience using ServiceNow – especially Incident, Problem or Service Level Management
• Experience with ServiceNow reporting and dashboards along with skills in identifying trends & patterns
• Experience with reporting capabilities using ServiceNow, Excel and PowerPoint to tell the story and present findings
• Skilled in effective problem solving
• Strong communication skills, and fluent in English both verbal and written
• Experience with building credible, sustainable relationships with colleagues, stakeholders and suppliers
• Able to work with minimal supervision across different organizational boundaries and cultures in a global and virtual environment

Preferred

• Experience in Incident, Problem or Service Level Management operations and process embedding
• ITIL certifications at the Foundation level
• Completion of ServiceNow training such as ServiceNow Fundamentals, IT Service Management Fundamentals, etc
• Technical skills using automation tools and techniques to identify and build improvements and efficiencies in existing operational ways of working
• Experience with continuous improvement methodologies
• Agile certification such as Product Scrum Master or related would be advantageous
• Awareness of the IT business environment and driving business outcomes
• Experience with ITIL including Configuration Management, Change and Release, Request & Catalogue
• Skill and experience with translating the data to a business specific language to be able to communicate Incident and Problem Management results
• Strong technical background preferred working in application landscapes
• Knowledge and experience in the Agile project delivery methodology

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.