IT Process Analyst

-; London; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading energy company is seeking an IT professional to enhance service delivery and operational efficiency in Connectivity IT. The role involves documenting and refining IT service processes, utilizing tools like ServiceNow, while contributing to the organization's digital transformation goals.

Benefits

Flexible working hours

Paid parental leave

Training and development programs

Qualifications

• Significant years of IT experience with knowledge of Connectivity processes.
• Practical knowledge of ServiceNow modules.
• Experience in reviewing and improving ITIL processes.

Responsibilities

• Coordinate improvements to existing processes and documentation.
• Drive and coordinate ServiceNow request catalogue implementations.
• Define and document new processes to close current gaps.

Skills

IT experience

Knowledge of Connectivity processes

Process improvement

Business analysis

Problem-solving skills

Education

ITIL v4 certification

Tools

ServiceNow

Excel

Visio

Ansible

Job description

What's the role

Understands, delivers or improves the range of activities necessary to seamlessly integrate and operate one of the world's largest IT estates. The scope covers service management activities, Hybrid on-premises and Cloud operational landscapes with many integration points; and the integration of the interdependent services of diverse internal and external service providers into end-to-end services which deliver value to Shell.

What you'll be doing

This position will support Connectivity IT Portfolio and Operations in their mission to achieve secure, agile and reliable operations through operating and embedding the standard IT operational processes and documentation such as (major) incident, problem, change, release, asset, configuration, request, catalogue and license management.

• Responsible to review and coordinate improvement to the existing processes and prepare standard, thorough and accurate process & support documentation across multiple Connectivity service lines and support organizations including Plan and Build organisations. Engage with all relevant Connectivity stakeholders from Plan, Build and Run organizations to gather and clarify the processes
  
• Supporting and participating in development, documenting, testing new processes, process integration and automation with tools/systems such as ServiceNow, ITOM, SolarWinds, SEMAP and other internal tools
  
• Subject matter expert for ServiceNow request catalogue for Connectivity. Driving and coordinating implementation of new and enhancement of existing Connectivity catalogue in ServiceNow due to operational needs, project requirements and continuous improvements
  
• Working alongside the new Connectivity Excellence Natural Team to target process simplification and improvement towards our ambition of DevSecOps across our Portfolio
  
• Acting as Process Subject Matter Expert to Connectivity organisation
  
• Defining and documenting amendments to processes
  
• Documenting new processes required to close current gaps
  
• Assisting our Tooling & Automation Team to fully document our Ansible service and associated playbooks, helping us on our journey from Plan/Build into Run
  
• Developing a strategy to move developers from project teams into operations
  
• Set up a strategic capability skills framework to enable future staffing requirements
  

What you bring

• Has a significant years of IT experience with knowledge of Connectivity processes, landscape and environment
  
• Practical knowledge of various modules in ServiceNow particularly in request and catalogue management
  
• Experience in reviewing, refining, documenting, improving and analysing ITIL and operational processes
  
• Experience in process value stream mapping
  
• Prior experience in IT networking domain is an added advantage
  
• ITIL v4 certification
  
• Skills in Excel spreadsheet and Visio process documentation
  
• Knowledge of Continuous Improvement methods and processes
  
• Self-starter with good business analysis and problem-solving skills
  
• Ability to operate in a global, virtual cross-cultural organization, working in different time zones
  
• Ability to handle concurrent tasks with appropriate priority
  

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You'll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You'll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
  
• Continuously grow the transferable skills you need to get ahead.
  
• Work at the forefront of technology, trends, and practices.
  
• Collaborate with experienced colleagues with unique expertise.
  
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
  
• Benefit from flexible working hours, and the possibility of remote/mobile working.
  
• Perform at your best with a competitive starting salary and annual performance related salary increase.
  
• Take advantage of paid parental leave, including for non-birthing parents.
  
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
  
• Grow as you progress through diverse career opportunities in national and
  
• international teams.
  
• Gain access to a wide range of training and development programmes.
  

We'd like you to know that Shell has a bold goal: to become one of the world's most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here .

Shell in The United Kingdom

Shell UK remains one of the North Sea's biggest producers, supplying around 10% of the UK's total oil and gas needs. But perhaps the most recognisable face of Shell in the UK is our network of over 1,000 Shell-branded service stations.

In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net-zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.