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ITSO - Senior IT Process Analyst

Location Bengaluru, India
Posted 13-October-2020

The Role
Service Management is an owner of ITSO contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld. The Sr IT Process Analyst acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organisation.

Drive continued development and improvements to improve proactive and predictive operational incident resolution within the process framework.
Drive operational big data analytics and operational proactive/predictive trending of Incidents and problems to determine potential problem areas across connected landscapes
Translate Incident and Problem related use case requests into technical content to be deployed for operational issue resolution
Create dashboards, reports, KPIs for IT consumption and management information purposes using the available toolset within the Service Intelligence landscape (ServiceNow)
Tune use cases to reduce false positives, both pro-actively and based on feedback from stakeholders
Tells/presents proactive and predictive service intelligence story to various levels in the organization
Optimizes the operational service intelligence reporting and analytics work within the Incident and Problem organization
Develops and delivers service intelligence capabilities aligned with our KPIs that measure and improve our organizations compliance to Incident and Problem Management operational processes
Identifies Industry best practices in the operational service intelligence as well as in the Incident and Problem Operations
Acts as focal point for Incident and Problem Management reporting discrepancies and issues impacting both the business and suppliers
Translates operational service intelligence data analysis and reports in business speak, as management summaries and is able to tell the IT story to the business and stakeholders
Contributes to the effective execution and operationalization of the Enterprise Incident and Problem Management processes
Maintains operational work instructions and templates to ensure up to date ways of working are available for stakeholders and users of the incident and problem management processes
Responsible to drive improvements and remediation of operational procedures for Incident and Problem Management in an automated way
High-lights and escalates integration issues between ITIL support process and tools
Contributes to the development of the Incident and Problem Management roadmap and maturity model, working with colleagues in other organizations who assist with design
Contributes to driving process focal points and community through deliverables associated with the Incident and Problem Management roadmap and maturity model
Drives a continuous improvement culture in our day-to-day activities, working with our delivery organization, suppliers, and business partners
Ensures the effectiveness of the Incident and Problem Management processes so that new services / technologies can be implemented smoothly with minimal / zero impact to operations
Advises on best practices around operationalizing incident and Problem management process
Identifies opportunities for efficiencies and effectiveness and leverages existing tools and processes to achieve best practice results

Special Challenges:
On one hand this role requires a hands-on and technical data analytics and Service Intelligence
skill and on the other hand it require good communication relationship skills to ensure data analysis results can be translated into business terms for appropriate decision making around mitigating actions and to ensure appropriate improvements are in place to drive improvements
A very visible enterprise wide role with the requirement to work in collaboration with people from all parts of the Shell businesses, with multiple suppliers and to gain insight into the challenges faced by a variety of lines of businesses within Shell.
Meeting all the requirements of the various ITIL support processes whilst keeping the Incident and Problem Management processes fit for purpose and cost effective
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.
Managing conflicting priorities to achieve win-win solutions
Collaboration with multiple, cross discipline, cross organizational stakeholders
Gaining the trust of virtual stakeholders
Delivering through others without formal line management authority
Working very closely with 3rd party suppliers in order to provide a seamless end-to-end incident and problem management service


Mandatory SKills:
Typical Years of Experience: 9 to 12 years of corporate IT experience
Any Graduate
Experience with Big Data architecture / technology, implementation and operation of service intelligence tools like ServiceNow
Strong experience in ServiceNow toolset
Experience in Bigdata analysis, data mining, identifying trends / patterns to address root causes of issues
Technically Skilled in using Microsoft Office Excel (tables, charts, pivot tables), PowerPoint, reporting tools
Experience in using automation tools and techniques to build improvements and efficiencies in existing operational ways of working.
At minimum 5 years of experience in supporting Incident Problem Management tooling, operations and process embedding
Technically skilled in SharePoint development
Has excellent analytical skills and appreciates a technical challenge.
Has a good technical understanding of and experience with application landscapes and connectivities (IT networks, Infrastructure, applications) and is able to share that with other members of the team.
Experience with system development, design and implementation.
Is an excellent team worker and able to connect easily at technical as well as executive level
Has a structured, project oriented, work ethic to keep track of running activities and commitments.
Produces high quality deliverables in terms of both content and presentation. Examples of deliverables include: reports, presentations and standard Operating procedures.
Fluent in the English language both verbal and written
Has good written and verbal communication skills and provides well-informed advice.
Pro-active, self-starter and Problem-solver
Skilled in being able to work independently across different organizational boundaries, cultures and in a globally and virtual environment
Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working without formal authority
Skilled in being able to build credible, sustainable relationships with staff, business leaders and suppliers
A readiness to take technical responsibility and accountability for work performed and decisions taken
Demonstrates an understanding of the issues of interest to Shell and proposes viable solutions within the scope of own expertise, taking into account the needs of those affected.
Experience in working on continuous improvement initiatives using methodologies such as LEAN, Six Sigma

Additional Information:
Completed ServiceNow Trainings (such as ServiceNow Fundamentals, IT Service Management Fundamentals, etc)
Skills in Excel reporting, VBA, SQL, MS Access, PowerBI, Spotfire and Business Objects
Technical skills in Sharepoint and Collective/Archer
Actual understanding of the IT business environment and driving business outcomes
Knowledge and experience in the Agile project delivery methodology.
Prefer ITIL certifications at both the foundation and intermediate level
Company Description
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 Indias energy sector alone, in socially and environmentally responsible ways. Shell is the only global major to have a fuel retail license in India.

Shell has established a new IT hub in Bangalore, and plans to scale it up over a five year period. The purpose of the IT Hub is to enable the Business by focusing on business outcomes, delivering fit for business technology solutions which enable business agility and profitable growth.
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.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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