Shell Looking for IT Process Analyst – Change and Release at Bengaluru, Karnataka Full Time

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.