Overview

Shell Petroleum Development Company (SPDC) is the pioneer and leader of the petroleum industry in Nigeria. We invest heavily in our employees, which is reflected in our industry-leading development programme and our commitment to see our employees’ ideas travel and come to fruition.

Job Position: Lead Service Management Analyst

Job Location: Lagos

Job Description
As a Lead Service Management Analyst you are to:
IT Service Desk:

  • Manage IT Service Desk Operations
  • Drive improvements in the SD teams performance to enable higher First Call Resolution – KPI’s monitoring, Call Management, Operations reporting, Customer Survey reporting.
  • Ensure Service Management (SM) processes and differentiation are embedded in SD staff daily activities, including setting expectations with users including Management of customers’ queries/escalations

Contract management:

  • Ensure smooth integration with infrastructure, business, application, and supplier support teams for effective and efficient delivery of support services.
  • Management of the orders through SNEPCo IT Hardware Procurement Contract
  • Manage Contract performance, HSSE Compliance
    Stakeholder Management – OEM, OEM Partners, Supply Chain, Vendor services

Request/Asset Management:

  • User/Functional Account Management
  • Shared folder Access Management
  • Stock management.
  • Management of End-user requests for global or local services using Service Management tools
  • Procurement of PCs, accessories, and Consumables in liaison with the Procurement Team, Contracting Team, Third Party Vendors as well as OEM (HP)
  • Drive the process of Cost rationalization with regards to usage of IT assets and accounts across SCIN
  • Management of Joiners, Movers, and Leavers in line with the IT On/off -boarding process
  • Management of Client Access Refresh (CAR) process including disk wipe of retired PCs
  • Provision / Deployment of IT Assets, Accessories and Consumables for End-User utilisation, in line with defined Service Level Agreements (SLAs)
  • Maintenance of Inventory of all deployed/retired and in store IT Consumer Services Assets in various locations

Change Controls/Management:

  • Overall Change Management Coordination
  • Ensure adherence to processes by monitoring the teams for compliance to controls- Interface with Project team for large overarching changes.
  • Log Change & Release tickets in Service Management tool  when requested by application / project / infrastructure teams ensuring mandatory information is captured.
  • Join Global Change Advisory Board (XCAB) meetings and bring results back into local CAB.
  • Work with Operations Landscape Manager to create Release Schedules and changes as needed, incorporating various Project, Infrastructure, Freeze, and Disaster Recovery activities.
  • Controls Management- Ensure evidence for approvals are maintained and stored in relevant SharePoint locations.
  • Act as focal point for internal and external audits with regards to Change Management processes- Responsible for planning and coordinating evidence gathering and providing to audit testing team.
  • Address actions for findings from audit

Job Requirements

  • Minimum of 5 years of Service management (ITIL) experience
  • Experience with call-logging systems (e.g. Service Now)
  • Excellent customer-facing, interpersonal and communication skills
  • Ability to deal with business and IT management at all.
  • Possess ITIL Certification will be an added advantage.

Application Deadline
27th November, 2024.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Tagged as: Oil & Gas

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