adminShell 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.
We are hiring for:
Job Title: Lead Service Management Analyst.
Job Identification: R164892.
Location: Lagos.
Job Type: Full-time.
Job Description
As a Lead Service Management Analyst, you are to:
IT Service Desk:
- Manage IT Service Desk Operations.
- Drive improvements in the SD team’s performance to enable higher First Call Resolution—KPI’s monitoring, call management, operations reporting, and customer survey reporting.
- Ensure Service Management (SM) processes and differentiation are embedded in SD staff daily activities, including setting expectations with users and managing customers’ queries and 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 and 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 the 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 the 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 is 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 the audit.
What do we need from you?
- 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.
- Possessing ITIL certification will be an added advantage.
Application Closing Date
27th November 2024.
admin