According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today. , India Job Family Group: Information Technology (IT) Worker Type: Regular Posting Start Date: December 7, 2022 Business unit: Projects and Technology Experience Level: Early Careers Job Description: JOB PURPOSE: The Business Assist team is responsible to provide 24x5 support for Planning One, Anaplan application assist services 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. Deliver 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. INDIVIDUAL ACCOUNTABILITY: 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 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: 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. TECHNICAL SKILLS AND KNOWLEDGE REQUIRED: 1-3 years of experience in Support. Flexible in working hours. (24x5 Shift support and Weekend On call Support) Knowledge of Anaplan planning tool. Anaplan certification is preferred. Understanding of data models and hierarchies in Anaplan including: Data loading Data Integration Understanding Palantir Planning Tool (Planning One) including: Able to answer end user queries Master Reference Data upload 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 BEHAVIORAL SKILLS AND KNOWLEDGE: Passion for delivering excellence and enabling decision makers 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. - DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. 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