14 Feb

Itso Problem Management Advisor Jobs Vacancy in Shell

Position
Itso Problem Management Advisor
Company
Shell
Location
Opening
14 Feb, 2018 30+ days ago

Shell urgently required following position for Itso Problem Management Advisor. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Itso Problem Management Advisor Jobs Vacancy in Shell Jobs Details:

As a member of the Incident and Problem Management Process Integration team: This 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.

*Requirements


Accountabilities

  • Focal point for the Problem Management Operations within the Incident and Problem Management team
  • Oversees the effective execution and operationalization of the Enterprise Incident and Problem Management processes with a focus on Problem Management
  • Drives the development of the Incident and Problem Management roadmap and maturity model, working with colleagues in other organizations who assist with design, embedding and implementation
  • Drives process focal points and community through deliverables associated with the Incident and Problem Management roadmap and maturity model
  • Provides guidance and direction to regional and global teams for Incident and Problem Management activities; educates and raises awareness of the importance of Incident and Problem Management activities across the organization
  • Develops and delivers against KPIs that measure and improve our organization's compliance to Incident and Problem Management operational processes
  • Drives a continuous improvement culture in our day-to-day activities, working with our delivery organization, suppliers, and business partners
  • Liaises with organizations who are executing the Incident and Problem Management processes on non-compliances and remediation requirements to drive Operational Effectiveness
  • Provides consultancy and advice on how to use the incident and problem management processes effectively and how to onboard new suppliers and services
  • 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
  • Acts as focal point for Incident and Problem Management reporting discrepancies and issues impacting both the business and suppliers
  • High-lights and escalates integration issues between ITIL support process and tools
  • Defines and 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
  • 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
  • Responsible to validate due diligence done on determining root cause and comprehensive action list in place to prevent recurrence
  • Utilizes operational data analytics for proactive trending of Incidents and Problems to determine potential focus areas across connected landscapes
  • Responsible to provide thought leadership on the Incident and Problem Management process and procedures and drive operationalization across the organization
  • Responsible to translate data, reports, dashboards into a business story using Powerpoint and presenting to Senior Management


Dimensions and Special Challenges

  • 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


Requirements


Qualifications and Skills
Mandatory
  • 10-12 years of corporate IT experience
  • Graduate / Post Graduate in an IT related degree
  • At minimum 3 years of experience in supporting Incident & Problem Management operations and process embedding with focus on problem Management
  • ITIL certifications at both the foundation and intermediate level
  • Completed ServiceNow Trainings (such as ServiceNow Fundamentals, IT Service Management Fundamentals, etc)
  • Fluent in the English language both verbal and written
  • Extensive experience with ServiceNow (Problem Management, Incident Management, reporting, dashboards)
  • Skilled in executing and managing operational ITIL processes specifically Problem Management across large infrastructure and application environments
  • Skilled in identifying trends / patterns to address root causes of issues
  • Skilled in effective problem solving
  • Skilled in Reporting capabilities using ServiceNow, Microsoft Office Excel (tables, charts, pivot tables), and PowerPoint to tell the story and present findings
  • Skilled in negotiating win-win solutions with stakeholder; able to build credible, sustainable relationships with staff, business leaders and suppliers
  • 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
  • Strong interpersonal and communication skills both verbal and written using different mediums
  • Skilled in being able to influence others without formal authority to deliver desired results
  • A readiness to take technical responsibility and accountability for work performed and decisions taken
  • Experience in using automation tools and techniques to build improvements and efficiencies in existing operational ways of working.
  • Experience in working on continuous improvement initiatives using methodologies such as LEAN, Six Sigma
  • Skills and experience using the Kepner Tregoe methodology for Decision Analysis, Problem Analysis
  • Experience on Incident and Problem Management in SaaS, PaaS environment

Preferred
  • Skilled in executing and managing operational ITIL processes specifically service level, availability and Incident and Problem Management across large infrastructure and application environments
  • Certifications in LEAN would be advantageous
  • Technical skills in Excel reporting, VBA and Business Objects
  • Technical skills in Sharepoint
  • Actual understanding of the IT business environment and driving business outcomes
  • Skilled in being able to influence others without formal authority to deliver desired results
  • Skilled in being able to work independently
  • Experience with ITIL including an understanding of Configuration Management, Change and Release, Request & Catalogue and Service Level Management
  • Skilled and experience with translating the data to a business specific language to be able to communicate Incident and Problem Management results in business speak
  • Strong technical background preferred in understanding application landscapes and connectivities
  • Knowledge and experience in the Agile project delivery methodology.


  • Company: Shell
  • Added: 30+ days ago

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