Senior Business Analyst (Endur) - Houston, TX

Job Description

The Role

What is the role

As a Senior Business Analyst, you are responsible for assisting in the end-to-end application operations delivery of the leading Energy Trading Risk Management platform in the industry, Openlink Endur, v11 for Crude Oil and v14 for Products. Utilizing critical technical and functional skills, where the size and scale of the application landscape requires a specialist, to assist in the application support delivery for Shell Energy landscapes for all incident, problem, and change related activities, primarily focusing in the North America region, working closely with the global Trading & Supply Operations Landscape Management (OLM) team.

As part of the Trading & Supply Operations Landscape Management (OLM) team, the Business Analyst is responsible for delivering smooth operations of applications and providing technical expertise related to the application landscape. The Business Analyst contributes by performing actions that maintain the integrity, security and compliance of the application landscape, reduce incident volume and provide speedy and quality problem resolution.

  • Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers for high service tier business critical applications
  • Ensure operations suppliers and staff perform within agreed service levels.
  • Assist in change ticket review / approvals / planning. Including launching new initiatives to ensure application stability following application releases
  • Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use
  • Ensure regulatory and compliance controls are embedded in landscape operations and assist with the collection of compliance data
  • Assist in representing the Downstream Services and Operations organisation towards the Downstream IT Business Managers for landscapes in scope sharing relevant information and managing priorities/escalations.
  • Coordination of Disaster Recovery (DR) plans and Test execution for the critical business applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria and timings
  • Act as the escalation point for operation-related issues
  • Key contributor on Business Critical Situation calls and work with staff and suppliers to ensure timely resolution
  • Accountable for Root Cause Analysis activities following Major Problem Reviews within the portfolio
  • Represent the portfolio in Change Boards to ensure application stability during any infrastructure changes which may impact business critical applications
  • Design and launch new continuous improvement initiatives within the portfolio base
  • Responsible and accountable for stakeholder engagements, establishing and maintaining strong working relationships with business leaders and IT Management in the region and globally
  • No direct reports.
  • Motivate, instruct and drive indirect reports in Managed Service teams supporting our applications.
  • Approximately 22 applications within Crude and Products portfolio, out of which 6 are Business Critical.
  • Virtual working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Working with multiple stakeholders in various organizations.
  • Risks - License to Operate, Global reputation, $100's of millions at risk
  • Failure within these systems could have effects on Shell's reputation and ability to participate in these markets and fines would be very substantial.
  • This position manages overall delivery, outages, for landscapes thereby ensuring availability, reliability, and overall supportability on a 7x24, 365 day basis. If this job is not done well and accurately, any/all of the repercussions above could occur.

What we need from you
  • Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
  • Minimum eight (8) years of experience with application support and IT services management with at least six (6) years of experience working on Openlink Endur.
  • Educated to degree level or holds a professional qualification or equivalent experience.
  • Prior IT Support experience (i.e. incident, problem, change, performance and availability management).
  • Broad knowledge of the support processes, i.e. those that sustain business continuity.
  • Ability to build credibility and relationships with staff and business leaders.
  • Ability to influence others and work through others to deliver the desired results.
  • Ability to operate in a virtual cross cultural organization.
  • Strong interpersonal and communication skills.
  • Strong technical and problem solving skills
  • Support delivery experience and/or service (assurance) management experience
  • Ability to take periodic calls outside of working hours to facilitate working in a global environment
  • Self-starter with good analysis and problem solving skills
  • Ability to handle concurrent tasks with appropriate priority
  • Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
  • Knowledge and understanding of gas nominations practices and procedures
  • Experience with Trading, Scheduling and Shipping application portfolio and/or landscape considered as advantageous.
  • Experience with Tieto applications (EC, EC Sales) a major plus
  • ITIL Foundation certification preferred.

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.

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