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Service Integration Analyst-ITSO

Bengaluru, KA
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  • Oil & Gas
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Job Details

As a member of the Enterprise Configuration Management Process teamThis position will support IT Operations in their mission to achieve secure, agile and reliable operations through embedding of enterprise standard processes. This includes embedding of process changes, tooling changes, operational optimization, and active monitoring and interventions to improve our Key Performance Indicators focused on data quality of landscape information.AccountabilitiesControl day-to-day support operations as the Single Point of Contact to IT business stakeholders. This includes liaising with operations groups from our Infrastructure and Application Providers, other support groups such as tooling, service managers, IT business users, ensuring our delivery meets stakeholder expectations as per agreed SLAsMonitor review queues and functional mailboxes in order to process the request, ensuring all required data is filled and complies to the process requirements and IRM controlsAnalyze KPIs and other measurable data for trends/patterns propose potential changes to ways of working in operations, process and tool elements to help improve business KPI attainment.Participate in various process and service management tooling projects as required, to help ensure the changes being developed support improved business outcomes.Work with Operational teams, and other key IT support personnel in the organization to understand their needs in managing landscape informationWork with people in other process domains as necessary to coordinate changes for maximum stakeholder benefit.Advocate/promote Configuration Management principles and procedures with various stakeholders as required.Assist in the annual controls sign-off process, by monitoring our detective and preventative controls, verifying stakeholders are complying with these, and suggesting improvements as may be necessary to ensure compliance.Use process optimization techniques (including LEAN) to recommend work procedure changes and efficiencies as necessary to deliver optimal process efficiency for our stakeholders.Provide input for Process Maintenance and Compliance for design improvements to the configuration management processHelp to drive continuous enterprise improvements/maturity in the configuration management domain with the suppliers, business and the Services delivery organization.Participate in tooling and process projects to ensure implementation have minimal impact on operational embedding.Dimensions and Special ChallengesA very visible, enterprise wide role. The opportunity to work with people from all parts of the Shell businesses, with multiple suppliers, Risk and Controls Department, and gain insight into the challenges faced by a variety of lines of businesses within Shell.Support for all Configuration Management data processes (and influence over tooling).Shell has a volume of over 2.4 million Configuration Items (CIs)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.There will be conflicting priorities that will need to be carefully managedCollaboration with multiple, cross discipline, cross organizational stakeholdersGaining the trust of virtual stakeholdersDelivering through others with no direct reportsWorking very closely with our ISP suppliers in order to provide a seamless E2E configuration management serviceRequirements Qualifications and SkillsMandatoryAt minimum 5 years of IT experienceAt minimum 3 years of experience in supporting Configuration Management operations and process embeddingAt minimum 2 year experience in applications support and support processes, specifically ITIL eg Change, Request and Catalogue, Incident and Situation ManagementITIL Foundation certificationExperience in working with tools such as Service Manager, Asset Manager, Federated Configuration ManagementStrong skills in working with Microsoft Office Tools eg Excel, PowerpointStrong stakeholder, interpersonal relationship, and negotiation skillsProven ability to deliver results in a matrix organization driving delivery excellence through influence and team workingAbility to operate in a virtual cross cultural organizationStrong interpersonal and communication skillsAbility to deal with conflict and ambiguity effectivelySelf-starter with Good analysis and problem solving skillsOpen to working during 830 am to 530 pm - Regular Shift PreferredExperience with presenting ideas to stakeholders, and influencing people without formal authority is highly desirable.Must be able to work independently across different organizational boundaries globallyExperience and comfort with working in dynamic situations that adjust and change in prioritiesCertifications in LEAN would be advantageousExperience in operational processes within infrastructure or application support and developmentFluent written and spoken English language skills
Degree: M.Sc. (Science)

Additional Degree: B.Sc. (Science)

Experience: 5-10


Business/Systems Analysis | Configuration/Release Mgmt | Desktop Support | System Administration
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