Service Support Analyst - Process Control Domain - Houston TX

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Shell

Service Support Analyst - Process Control Domain - Houston, TX

in

Houston

Texas

103902BR

Job Title:

Service Support Analyst - Process Control Domain - Houston, TX

No. of Positions:

1

Job Description:

Service Support Analyst typically works in Landscape Management or Service Management teams and is responsible to continually monitor and measure service performance to ensure reliable and secure delivery of application and infrastructure services to business end users. He/She also gets involved in change and/or enhancement requests to application landscapes/infrastructure components to ensure changes are released into the Production environment without an impact to service continuity. Further, Service Support Analyst is engaged in Problem and Incident Management processes for the application landscape OR infrastructure services they are responsible for. In this area they ensure incidents are appropriate escalated and resolved while at times also providing deep technical expertise to troubleshoot issues.

The individual to fill the role should be a technical expert in the support, configuration and periodic change/patch of Firewalls and their integration into the overall local network called the Process Control Domain (PCD).

Accountabilities:

Supports the PT Service and Operations Management (SOM) Service Manager PCD IT in the US time zones facing the customer to identify business demand, new developments and feedback.

The management of actual application and infrastructure support and delivery [e.g. Assist Desk, Joint Venture, 2nd, 3rd line support] for Upstream & Downstream Production facilities for all incident and problem related activities, even when part of the execution is with other support teams or Common Services.

Supports Engagement with the relevant IT Services and Operations (ITSO) and Business or Common Services organizations to understand the Performance of the landscape, the progress on structural improvements and Return to Green plans.

Supports the relevant ITSO and Business organizations business input on prioritization, escalations, required service improvements and new demand.

Assumes particular responsibility for Global performance reporting in terms of availability, incident management and deeper cycle Problem and Situation Resolution for Global instances, and administers the Continuous improvement (CI) agenda on behalf of the PT SOM team.

Drive Incident resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers.

Process, assist in the planning and implementation of requests.

Change ticket creation and own the ticket through review, approvals and planning.

Assist with Transition to Support activities.

Auto req ID:

103902BR

Skillpool:

IT Service Management & Delivery

Country of Work Location:

United States

Company Description:

Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals.

As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business.

Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.

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 participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.

Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

Work Location:

Houston - EP Center Americas

Requirements:

Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.

Bachelor's Degree related to Information Technology.

Minimum three (3) years significant corporate IT experience.

Mastery of skills in the configuration and maintenance network security controls that safeguard the process control layer from outsider access. The Specialist should also be knowledgeable in the following concepts:

IT Service Management and Integration Support

On-premise and Cloud Hosting

Business Change Management

Continuous Improvement

IT Architecture Information Risk Management and Assurance

Collaboration Tools.

Good understanding of TCP/IP protocols and IP addressing schemes.

Cisco certification: CCNA and/or Palo Alto Firewall Certification: PCNSE and/or Fortinet : NSE

Comprehensive knowledge of ITIL processes, incident, problem and change management.

Significant experience in the following areas is highly desirable:

End-to-end responsible for the Operate Landscape lifecycle.

​Tracking of Landscape SLA’s.

Responsible for the execution/deployment of releases and approval of changes for landscapes.

End-to-end responsible for Incident and Problem related application support activities (break-fix), even when part of the execution is in the Delivery Vertical or Enterprise Services.

Responsible for delegated Transition to Support for specific landscapes.

Responsible for Enterprise Service Management KPI’s for their landscapes.

Assurance of Configuration Management Database integrity for their landscapes.

Ability to operate in a global, virtual cross-cultural organization, working in different time zones.

Ability to work under pressure. Deliver solutions fast, but to quality standards and in a compliant way.

Ability to handle concurrent tasks with appropriate priority.

City, State (if applicable):

Houston, TX

Company info

Shell .
Website : https://www.shell.com