As a member of the IT Service Management (ITSM) – Change and Release Management team, this position enables OIC ITSM to design & implement ITIL market standard processes, tools & controls; deliver automation & improvements using ServiceNow; integrate & operate IT Service Management processes; and provide IT Service Management intelligence utilizing insights from data to move towards proactive & pre-emptive IT Service Management.
Accountabilities
Contributes to the design, implementation, operation and embedding of market Change and Release Management processes, tools and controls
Performs and follows up on embedding checks to ensure process compliance with a focus Change and Release Management
Provides controls assurance by assisting SOM process focal points to ensure compliance to key controls
Ensures accurate Operational KPI reporting
Assists SOM and suppliers with Change and Release 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 Change and Release 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
Contributes to effective integration of Change and Release Management process with other IT Service Management processes, such as Incident and Problem Management
Contributes to IT Service Management intelligence using insights from data to achieve proactive & pre-emptive IT Service Management
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 Change and Release Management processes fit for purpose and cost effective
Working in a Virtual team across multiple time zones may require availability during early morning or late evening 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 Change and Release Management
Qualifications and Skills
Mandatory
Overall 5 – 8 years of experience in IT
Any Graduate
Experience using ServiceNow – Change and Release 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 Change and Release 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 Owner or Scrum Master or related would be advantageous
Awareness of the IT business environment and driving business outcomes
Experience with ITIL including Configuration Management, Incident and Problem, Request & Catalogue
Skill and experience with translating the data to a business specific language to be able to communicate Change and Release Management results
Strong technical background preferred working in application landscapes
Knowledge and experience in the Agile project delivery methodology
Disclaimer
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.
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