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An opportunity has arisen within the Subsurface & Wells Portfolio as part of Global Support Model for Senior Application Support Analyst to be based at Shell’s office in Houston. Working as part of a blended delivery support model and reporting to a Service Delivery Manager your primary responsibility is to contribute to the team in managing and fulfilling service requests, incidents, problems and changes, taking responsibility to resolve support issues within agreed SLA and OLA.
Much of the support work is the diagnosis of faults/bugs in software, assisting with or implementation of fixes, specification of change requests, implementation and testing of them. The primary areas you will be working in involve both Windows and Linux. As such, knowledge of the Windows environment is key to making a success of this role and exposure to Linux / Command Line environments is highly desirable. In addition, experience of working in the Oil and Gas sector, notable Exploration and Production is highly desirable. Support for one or more of the following Subsurface and Wells applications is advantageous: • Halliburton Landmark E&P applications, EDM, CDS and OpenWorks • Schlumberger’s Petrel, Techlog and ECLIPSE • ESRI’s ArcGIS Pro and ArcGIS Desktop
Your future duties and responsibilities:
The successful candidate will be generally responsible for:
• Managing and fulfilling service requests, incidents, problems and changes • Ensuring support issues raised by users are dealt with in an effective manner, to the satisfaction of both the customer and your line management • Ensuring support work follows ITIL compliant procedures adopted by the contract • Providing desk side and remote support services • Producing and maintaining key documentation for work undertaken, including support documents and knowledge articles • Ensuring that enhancements to applications and other project work is carried out as per relevant procedures • Regularly updating Service Delivery Manager of performance and progress, highlighting significant events • Attending and contributing to regular progress / update meetings • Providing detailed analysis of system defects as and when required • Collaborating to perform root cause analysis and problem investigating • Promoting and fosters good working relationships with client and team members • Identifying and implementing service improvements • Liaising with application vendors / 3rd parties to ensure assistance to users is provided in a timely manner • Maximizing the security, data integrity, availability and performance of the supported application environments, whilst identifying, communicating and/or reducing risk where possible
Required qualifications to be successful in this role:
The following behavioural traits will be required to make a success of this role:
• Self-motivation and drive • Ability to learn and retain knowledge • Customer focus • Confident interacting with people • Pro-active approach • Ability to manage cultural differences • Experience of working in virtual team • Committed to continuous improvement • Able to manage priorities and dependencies • Recognizes client pain points transforming them into opportunities General Skills: • Excellent problem solving/analysis skills • Strongly process oriented • Excellent communication skills • 5+ years support experience Technical Skills: • General Windows desktop support • SharePoint- Highly Desired • Knowledge of Linux/Unix- Highly Desired • Microsoft Azure- Desired • SQL, PL/SQL, ORACLE- Desired • Citrix- Desired • Understanding of ITIL framework Domain Knowledge: • Oil & Gas experience with Upstream / E&P background • Knowledge of Subsurface and Wells applications – Highly Desired
Help Desk/IT Services Windows Citrix Linux SQL/PL SQL Unix
What you can expect from us:
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