Associate Ops Engineer - P1 & Anaplan

The Business Assist Desk Team is responsible for delivering application and business workflow support services to the Upstream Business of Shell, as part of support services provided by the Project & Technology, Upstream, Integrated Gas and Renewable Energy Solutions IT Operations.

In term of geographical distribution, the team supports all regions (Asia, Europe, Middle East and Americas). The team consists of 6 members covering Anaplan & Palantir applications.

What’s the Role

As an Associate Ops Engineer – P1 & Anaplan, you’re responsible for providing 24x5 support for Planning One and Anaplan application in accordance with agreed service levels. The main activities involve Investigating & providing solution to end user, Logging and tracking call tickets/incident tickets, modeling, enhancements and as well as having the ability to address Planning One, Anaplan application enquiries or issues, perform complete Run & Maintain activities for Anaplan.

What you’ll be doing

• Perform end to end Run & Maintain support for Anaplan.
• Receives, logs, and prioritizes requests and Incidents in accordance with agreed Business service levels.
• Focus on technical delivery and assess risks, work on integration & reporting.
• Expected to contribute as team player, incorporating the available and applicable best practices across processes.
• Challenging the status quo and ensuring optimal end user experience.
• Can stay compliant to respond to queries received via skype calls & emails, as per applicable SLAs.
• Flexible to work in a 24X5 in different shifts including Night Shifts
• On calls support on weekends.
• Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
• Escalate support requests to Functional and Technical support teams, where required and continue to monitor the issue until final resolution, managing the relationship with the customer, to optimize customer satisfaction
• Provide expert service to issues raised in support call tickets assigned to team and ensure closure of the incidents.
• Provisioning of users as per the request and associated SLA’s.
• Provide compliance evidence for IRM compliance assurance process as mentioned in the Control Work Instruction.
• Create How to documents (Knowledge Article’s) for repetitive issues.
• Coach junior support staff in his/her area of expertise to minimize a disparity of knowledge /skills among team members.

TEAM RESPONSIBILITY:

• Team provides end to end Run & Maintain (L1 & L2) support for all deployments in Anaplan.
• Functional Assist team is the 1st point of contact with users and will carry out up front analysis and resolve as many calls/issues as possible (Upstream-IT target is 70%).
• The Functional team supports 24 * 5 in different shifts
• On calls support on weekends.
• On average, 70+ Incident Tickets are raised monthly which originate from call tickets. These include bug fixes, consultancy and "how to" types of requests, among others.
• Issues will be escalated to 2nd line support if the team is unable to solve them within the target time. Functional Assist Analyst have no change capability; therefore, all technical issues are escalated immediately.
• The Functional Assist team is the owner of all issues from first contact through to resolution and represents the main contact person between users and 2nd line support.
• The team will own and follow up on tickets until it is resolved, with a goal to remain within the agreed SLA targets. This is in line with the ITIL process.
• The team will prioritize and challenge each issue based on standard IT severity guidelines.

What you bring

• 3-5 years of experience in Support.
• Knowledge of Anaplan planning tool. Anaplan Level 3 certified Model Builder.
• Understanding of data models and hierarchies in Anaplan including:
• o Data loading
• o Data Integration
• Understanding Palantir Planning Tool (Planning One) including:
• o Able to answer end user queries
• o Master Reference Data upload
• o Planning One Hierarchies
• Understanding of Software Development Life Cycle.
• Change skills including Agile & Systems Thinking.
• Understanding of cloud-based SaaS market offerings.
• Basic understanding of Planning, Budgeting and Forecasting cycle
• Knowledge about ITIL process
• Hands on experience on Service management tool- SNOW

BEHAVIORAL SKILLS AND KNOWLEDGE:

• Passion for delivering excellence and enabling decision makers
• Flexible to work in shifts. (24x5 Shift support and Weekend On call Support)
• Flexibility and change capable mind-set
• Eager to challenge current ways of working
• Excellent relationship building skills
• Learners’ mindset
• Focus on quality and timely output
• Fearless in dealing with stakeholders to drive outcome
• Innovative and problem-solving mind-set
• Must be organized and detail oriented
• Live the Business users’ values.
• Flexible to work in a 24X5 environment in different shifts.
• On-call support over weekends.

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 – our pay and benefits packages are considered to be among the best in the world.
• 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.