Job Description

The Role

Accountabilities E2E Operations

• Own and coordinate support tickets, incident and problem resolutions as a second/third line support engineer. Restoration of service may be internal, and may involve reaching out to other support teams in Shell IT and SaaS vendors.
• Ensure the end-to-end SaaS landscape (i.e. SaaS, Interfaces, Reporting, authentication , etc.) remains available, reliable, secure and compliant.
• Collaborate with other IT support teams and SaaS/Cloud suppliers, and understand their OLAs, SLAs and ways of working, and how this impacts the successful delivery of our product to the IT Service Management function.
• Ensure availability, reliability, consistency of data throughout all integrated applications in the SaaS landscape (input-output)
• Ensure regulatory and compliance controls are executed in landscape operations and collect evidence centrally and pro-actively plan execution of controls on yearly basis
• Manage relationships with third party teams and vendors.
• Continuously increasing the effectiveness and efficiency of Support Services.

Project Implementation:

• Working with the project to deliver a supportable initial implementation
• Represent the voice of IT Operations during the initial implementation of Service, which is delivered by a project team, utilizing an external implementation partner
• Working with and in this ServiceNow DevOps team on to understand and influence the configuration of the solution and challenging the project to ensure that non-functional requirements relating to supportability are taken into account. Driving a clear support model, in which the role of IT Operations, Project Delivery and the IT as a customer are clearly understood.
• Contributing to the sprints to help the project deliver successfully
• Working with the project to deliver a supportable initial implementation
• Transitioning into a knowledgeable E2E support engineer in the DevOps team, once the project completes, the external implementation partner leaves, and the internal DevOps team (you) takes over to run and further enhance the product.

Changes / Configuration

• Request Management; Execute standard Requests
• Change Management; Assess/Implement configurations and enhancements
• Business processes: Configure application for IT processes. Work as one team with IT process support teams and other Tier2 technical teams to ensure seamless delivery and solutions according to specifications.
• Release Management: Ensure impact analysis is done on the integrating applications and technologies for periodic technical and/or content releases of the SaaS solution. Ensure proper communications are sent and trainings delivered through the business support teams.
• Supportability: ensure changes, configurations and project deliverables/solutions are successfully delivered into the SaaS landscape

Dimensions and Special Challenges

• Working with a project team for the initial implementation, then transitioning into a DevOps operations team that will grow around you as the implementation partner exits
• A system used globally by IT professionals (heavy users, ~10 000) and all Shell end users (100 000) across the globe;
• Virtual working in a global environment with culturally diverse teams and across many organizational boundaries (within and across IT support and delivery organizations, incl. suppliers)
• Managing multiple delivery priorities, multiple demand requests and complex issues
• High degree of application, technology and SaaS landscape complexity and integration
• Works as one team with business support teams to ensure seamless deployments of changes and maximum added value for the business by proposing continuous improvements in line with the business needs and strategy

Mandatory Qualifications and Skills

• Solid ServiceNow technical skills based on both trainings but also practical experience on ITSM Request modules
• Minimum of 24 months’ experience with configuring and/or administering/supporting ServiceNow
• ServiceNow platform upgrades experience
• Awareness of ITBM, ITOM or others modules of ServiceNow
• Understand basic fundamentals of iterative development and continuous delivery
• Understand basic fundamentals of software development processes and procedures
• Understand incremental delivery and use metrics to track progress against the intended time-line
• Prior experience working in agile/scrum delivery teams
• Experience in working with and managing third party vendors, including SaaS vendors
• Experience as a software engineer
• Self-starter and able to handle concurrent tasks with appropriate priority
• Strong stakeholder, interpersonal relationship, and negotiation skills to work with multiple stakeholders across organizational and business boundaries at all levels.
• Excellent interpersonal skills and a collaborative management style, both face-to-face and virtually
• Ability to challenge and debate issues of importance to the organization
• Excellent communication skills both verbal and written
• Very good knowledge of ITIL – all process management aspects
• 3-5 years software engineering and/or systems support
• Minimum Education or Certification: 4-year Degree related to IT

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.