SME - MS System Center Configuration Manager (SCCM)

Job Summary

Service Assurance Analyst
Job Description 
This IT Service Assurance Analyst role is an operations role within Shell Enterprise Technology Connectivity SOM. This role will work closely with Connectivity Support Teams, Projects, Suppliers, and other functions to ensure Configuration Management Database (CMDB) change requests are correctly prepared with accurate and complete data prior to submission to Shell IT Configuration Quality Assurance Team (CQAT). The scope of the configuration change requests covering the components of Connectivity services such as data and voice circuit, communication device, network gear, PABX, device supplied by local service provider and SIM card.
Accountabilities
•    To act as the front desk for all configuration change requests and initial CMDB queries within the scope of IT Connectivity services.
•    To create all configuration change requests in line with a pre-defined set of criteria.
•    To create incidents to Shell IT Configuration Team as required following Shell IT Configuration process.
•    To catch and despatch CMDB queries to Shell IT Connectivity Config Manager / ITIL Analyst.
•    To work and facilitate conversations with all requestors (Project Managers, Support Team, Suppliers, etc) to ensure smooth device onboarding into CMDB.
•    To liaise with Configuration Item owners and Shell IT Configuration Team to address any queries and ensure swift approval.
•    To manage all queries quickly and efficiently.
•    To provide weekly statistics and status updates of configuration change requests coming to the team.
•    To proactively monitor CMDB to identify data quality gaps and submit configuration change requests to correct the data.
•    To support data quality automation testing.
•    To perform initial investigation of any fallout from automation.
Dimensions and Special Challenges
•    Working in a virtual team across multiple time zones may require availability off hours.
•    Managing time and work-life balance is critical.
•    There will be conflicting priorities that will need to be carefully managed.
•    Collaboration with multiple, cross discipline and cross organizational stakeholders.
Requirements - Qualifications and Skills Mandatory
•    Typical years of experience: 5 to 8 years of corporate IT experience.
•    Operational experience in ITIL Configuration Management process.
•    Operational experience in ServiceNow Configuration module.
•    Knowledge in computer systems networking is an advantage. 
•    Strong knowledge in Microsoft Excel functionality.
•    Self-starter with good analysis and problem-solving skills.
•    Experience of working in a global virtual team environment.
•    Good interpersonal & facilitation skills.
•    Team player.
•    High concern for detail and quality.
•    Good communication skills - Verbal, Written.
•    Pro-active and enthusiastic.

Key Responsibilities

Service Assurance Analyst
Job Description 
This IT Service Assurance Analyst role is an operations role within Shell Enterprise Technology Connectivity SOM. This role will work closely with Connectivity Support Teams, Projects, Suppliers, and other functions to ensure Configuration Management Database (CMDB) change requests are correctly prepared with accurate and complete data prior to submission to Shell IT Configuration Quality Assurance Team (CQAT). The scope of the configuration change requests covering the components of Connectivity services such as data and voice circuit, communication device, network gear, PABX, device supplied by local service provider and SIM card.
Accountabilities
•    To act as the front desk for all configuration change requests and initial CMDB queries within the scope of IT Connectivity services.
•    To create all configuration change requests in line with a pre-defined set of criteria.
•    To create incidents to Shell IT Configuration Team as required following Shell IT Configuration process.
•    To catch and despatch CMDB queries to Shell IT Connectivity Config Manager / ITIL Analyst.
•    To work and facilitate conversations with all requestors (Project Managers, Support Team, Suppliers, etc) to ensure smooth device onboarding into CMDB.
•    To liaise with Configuration Item owners and Shell IT Configuration Team to address any queries and ensure swift approval.
•    To manage all queries quickly and efficiently.
•    To provide weekly statistics and status updates of configuration change requests coming to the team.
•    To proactively monitor CMDB to identify data quality gaps and submit configuration change requests to correct the data.
•    To support data quality automation testing.
•    To perform initial investigation of any fallout from automation.
Dimensions and Special Challenges
•    Working in a virtual team across multiple time zones may require availability off hours.
•    Managing time and work-life balance is critical.
•    There will be conflicting priorities that will need to be carefully managed.
•    Collaboration with multiple, cross discipline and cross organizational stakeholders.
Requirements - Qualifications and Skills Mandatory
•    Typical years of experience: 5 to 8 years of corporate IT experience.
•    Operational experience in ITIL Configuration Management process.
•    Operational experience in ServiceNow Configuration module.
•    Knowledge in computer systems networking is an advantage. 
•    Strong knowledge in Microsoft Excel functionality.
•    Self-starter with good analysis and problem-solving skills.
•    Experience of working in a global virtual team environment.
•    Good interpersonal & facilitation skills.
•    Team player.
•    High concern for detail and quality.
•    Good communication skills - Verbal, Written.
•    Pro-active and enthusiastic.

Skill Requirements

Service Assurance Analyst
Job Description 
This IT Service Assurance Analyst role is an operations role within Shell Enterprise Technology Connectivity SOM. This role will work closely with Connectivity Support Teams, Projects, Suppliers, and other functions to ensure Configuration Management Database (CMDB) change requests are correctly prepared with accurate and complete data prior to submission to Shell IT Configuration Quality Assurance Team (CQAT). The scope of the configuration change requests covering the components of Connectivity services such as data and voice circuit, communication device, network gear, PABX, device supplied by local service provider and SIM card.
Accountabilities
•    To act as the front desk for all configuration change requests and initial CMDB queries within the scope of IT Connectivity services.
•    To create all configuration change requests in line with a pre-defined set of criteria.
•    To create incidents to Shell IT Configuration Team as required following Shell IT Configuration process.
•    To catch and despatch CMDB queries to Shell IT Connectivity Config Manager / ITIL Analyst.
•    To work and facilitate conversations with all requestors (Project Managers, Support Team, Suppliers, etc) to ensure smooth device onboarding into CMDB.
•    To liaise with Configuration Item owners and Shell IT Configuration Team to address any queries and ensure swift approval.
•    To manage all queries quickly and efficiently.
•    To provide weekly statistics and status updates of configuration change requests coming to the team.
•    To proactively monitor CMDB to identify data quality gaps and submit configuration change requests to correct the data.
•    To support data quality automation testing.
•    To perform initial investigation of any fallout from automation.
Dimensions and Special Challenges
•    Working in a virtual team across multiple time zones may require availability off hours.
•    Managing time and work-life balance is critical.
•    There will be conflicting priorities that will need to be carefully managed.
•    Collaboration with multiple, cross discipline and cross organizational stakeholders.
Requirements - Qualifications and Skills Mandatory
•    Typical years of experience: 5 to 8 years of corporate IT experience.
•    Operational experience in ITIL Configuration Management process.
•    Operational experience in ServiceNow Configuration module.
•    Knowledge in computer systems networking is an advantage. 
•    Strong knowledge in Microsoft Excel functionality.
•    Self-starter with good analysis and problem-solving skills.
•    Experience of working in a global virtual team environment.
•    Good interpersonal & facilitation skills.
•    Team player.
•    High concern for detail and quality.
•    Good communication skills - Verbal, Written.
•    Pro-active and enthusiastic.

Other Requirements