Support Engineer - Houston TX

Profile

137255BR

Job Title:

Support Engineer - Houston, TX

No. of Positions:

1

Job Description:

Where you fit in?

You will be part of the P&T Services & Operations Management (PT SOM) organization in IT Services and Operations (ITSO). The purpose of PT SOM is to operate the Technical IT scope by delivering differentiating IT capabilities (products & services), thus supporting technology development, application and deployment as a major competitive advantage for Shell. The Landscape element emphasizes that infrastructure, applications and data management practices are managed in an integrated fashion to effectively support the business workflows.

The PT SOM “Landscape” services are aligned with technology platforms covering several disciplines which require specific technologies. The differentiating IT services are created by bringing together:

IT Technologies developed in house

Market-sourced IT solutions

Deep knowledge about business data and workflows

Organizationally, PT SOM is part of ITSO, reporting to the VP IT Services and Operations, and it delivers enterprise wide Technical IT solutions to Upstream, Downstream and Projects & Technology.

This position is a member of the Safety & Environments SOM team and works closely with the Service Delivery teams (SOM) and the Technology Delivery teams within Projects & Technology to achieve the overall objectives.

What is the role?

A Support Engineer is typically an in-house Level 2 support technician who is a Subject Matter Expert in one or more application services. The engineer is responsible for ensuring the system integrity for ongoing successful operations. The engineer will also use advanced support techniques to analyze and resolve incidents that were raised through the Incident Management process. They use defined work instructions and troubleshooting scripts to debug complex issues associated with these applications / infrastructure services.

Support Engineers in Shell are also actively encouraged to seek and deploy new automation opportunities to remove manual effort and to streamline operations.

Key to this specific role in support of Shell Environmental Reporting System is the ability to use SAP Environmental Compliance for providing solutions and resolving issues related to Environmental data within Shell Global refineries. The engineer should be utilizing their expertise in SAP EC and its linked components (SAP NWA, SAP BW, SAP HANA, EIS) to manage and provide a stable end-to-end reporting solution for the business

You will document solutions to known errors to expedite resolution of incidents and perform root cause analysis to minimize reoccurrence. The engineer typically leads testing activities against various changes to the application / infrastructure services through the Development, Test, Staging environments and performs Post-Production testing to ensure technical changes have been correctly applied.

Key elements of the role are:

Expertise in SAP Environmental Compliance (SAP EC) v3.0 to ideate and resolve issues and maintain system integrity.

End to end co-ordination across SAP EC, Enterprise Reporting Solution (ERS), Enterprise Integration Services (EIS) and Enterprise Business Objects Shared Service (EBOSS)

Some elements of platform job monitoring, support and troubleshooting

Incident and Problem management

User access management and report management

Accountabilities

Act as trusted advisor and build effective relationships

Identify and proactively solve problems and identify and implement service improvement opportunities

Develop a detailed knowledge and business benefits of the ITSO services

Seek opportunities to expand knowledge and understanding of the PT business

Challenge and shape demand in the Business in a constructive and positive way

Contribute to delivery of overall SOM objectives and KPIs (Key Performance Indicators)

Act in compliance with IRM, HSSE and other regulatory frameworks in areas of activity

Dimensions

No direct reports.

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.

Special Challenges

This role is supporting a Business-Critical Prime Service Tier application and as such requires some additional “on call” days/periods to support rapid issue resolution during Quarterly Group Reporting periods

As this position and the team interacts with people across several organizational boundaries, it is key to be able to work closely and effectively with various delivery partners, IT Managers and external IT Service Providers. Success in this role depends on gaining the trust of multiple stakeholders, partnering and carefully managing conflicting priorities.

Auto req ID:

137255BR

Skillpool:

IT Service Management & Delivery

Country of Work Location:

United States

Employment Type:

Full Time

Company Description:

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.

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. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.

Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

Work Location:

Houston - EP Center Americas

Requirements:

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.

Bachelor's Degree related to Information Technology.

Minimum five (5) years significant IT experience in a corporate setting.

SAP Environmental Compliance v3.0 (preferred).

Skill with Business Analysis (preferred).

Skill with Information Risk Management.

Knowledge of environmental reporting (preferred).

Knowledge of SAP BW, EIS and EBOSS (preferred).

Experience of SQL Querying, views and reports and data manipulation in MS Access and Excel.

Knowledge of Shell delivery methods, Project Delivery Framework, Agile, DevOps.

Knowledge of ITIL and experience in embedding process improvements.

Interpersonal skills with experience in building credibility.

Proven ability to engage and deliver.

Enthusiastic and creative approach to problem solving.

Demonstrated ability to work multiple assignments simultaneously.

City, State (if applicable):

Houston, TX

Company info

Shell .
Website : https://www.shell.com