- Location
- Bangalore RMZ-ECO WORLD, India
- Type
- Full-time
- Department
- Customer Service
- Experience
- 2+ years
- Closing date
- Today
- Source
- Workday
Description
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Job Description:
Where you fit?
The Anaplan Support team is responsible for providing 18x5 support for Anaplan application in accordance with agreed service levels with the Business. The main activities involve Investigating & providing solution to end user, Logging and tracking call tickets/incident tickets, modeling, enhancements and perform complete Run & Maintain activities for Anaplan.
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 terms of geographical distribution, the team supports all regions (Asia, Europe, Middle East and Americas). The team consists of 6 members covering Anaplan applications.
What you’ll be doing?
- Provide end-to-end Run & Maintain (L1/L2) support for Anaplan deployments.
- Receive, log, prioritize, and manage incidents and service requests in accordance with agreed service levels (SLAs).
- Conduct initial issue analysis and resolve incidents whenever possible, escalating to functional or technical support teams when required.
- Monitor escalated issues through to resolution while maintaining strong customer relationships and satisfaction.
- Support technical delivery activities, including integrations, reporting, data loading, and data management.
- Provision and maintain user access based on approved requests and established SLAs.
- Ensure timely closure of incidents and service requests assigned to the team.
- Prioritize, assess, and challenge issues using standard IT severity and risk management guidelines.
- Provide compliance evidence for IRM compliance assurance processes and adhere to control work instructions.
- Create and maintain knowledge articles, how-to guides, and documentation for recurring issues.
- Contribute to continuous improvement initiatives by identifying opportunities to enhance processes and end-user experience.
- Work collaboratively across teams, applying best practices and ITIL-based support processes.
- Escalate issues appropriately based on established guidelines and procedures.
- Own support tickets from initial contact through resolution and ensure SLA adherence.
- Coach and mentor junior team members to enhance team capability and knowledge sharing.
- Participate in an 18x5 support model, including rotating shifts, partial night shifts, and weekend on-call support.
What we need from you?
Technical Qualifications
- 2 to 5 years of experience in application or production support.
- Knowledge of the Anaplan planning platform; Anaplan Level 3 Certified Model Builder preferred.
- Understanding of Anaplan data models, hierarchies, and model-building concepts.
- Experience with:
- Data Loading
- Data Integration
- Reporting and Analytics
- Knowledge of Software Development Life Cycle (SDLC) methodologies.
- Experience working in Agile environments and applying Systems Thinking principles.
- Understanding of cloud-based SaaS solutions and service delivery models.
- Basic knowledge of Planning, Budgeting, and Forecasting processes.
- Familiarity with ITIL processes and incident management practices.
- Hands-on experience with ServiceNow (SNOW) or similar service management tools.
Behavioral Qualifications
- Passion for delivering high-quality support and enabling business decision-makers.
- Strong customer service and stakeholder management skills.
- Excellent relationship-building and collaboration abilities.
- Proactive mindset with the confidence to challenge existing processes and drive improvements.
- Strong analytical, problem-solving, and innovative thinking skills.
- Adaptable and comfortable working in a fast-paced, changing environment.
- Continuous learning mindset with a commitment to professional development.
- Highly organized, detail-oriented, and focused on quality and timely delivery.
- Ability to work effectively across shifts in an 18x5 support environment, including weekend on-call support.
- Ability to influence stakeholders and drive outcomes through effective communication and ownership.
- Demonstrates alignment with business values and a customer-centric approach.
What we offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.
- Progress as a person as we work on the energy transition together.
- Continuously grow the transferable skills you need to get ahead.
- Work at the forefront of technology, trends, and practices.
- Collaborate with experienced colleagues with unique expertise.
- Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
- Benefit from flexible working hours, and the possibility of remote/mobile working.
- Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.
- Take advantage of paid parental leave, including for non-birthing parents.
- Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
- Grow as you progress through diverse career opportunities in national and
- international teams.
- Gain access to a wide range of training and development programmes.
We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
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Shell in India
Shell is a diversified energy company in India with 13,000 employees, and presence in Integrated Gas, Downstream, Power, Renewable and Upstream. Additionally, we have deep capabilities in R&D, digitalization, and business operations.
Our global strategy, Powering Progress, is designed to generate value for our shareholders, customers, and the wider society, and focuses on creating more value with less emissions. The strategy supports our purpose of providing more and cleaner energy solutions, with the aim of profitably transforming Shell into a net-zero emissions energy business by 2050. As India moves towards its target of net-zero emissions by 2070, Shell India aims to play a leading role in securing vital energy for today, while investing in, and helping to build, the energy system of the future through strategic investments in the country.
Our Lubricants business serves over 50,000 consumers through a strong network of over 200 distributors, and operates an end-to-end value chain that spans conceptualization, development, and production at a world-class blending plant at Taloja. Through our 350-plus retail stations, we offer an integrated mobility experience including fuels, cafes, and convenience stores, with a prominent network of EV recharging facilities.
Shell owns and operates an LNG re-gasification terminal at Hazira, Surat, with a capacity of 5 MTPA and an LNG truck-loading unit that plays a crucial role in helping meet India’s growing demand for gas across sectors. In 2022, Shell acquired Spring Energy in a $1.55 billion deal to build an integrated energy transition business in the country. Spring is a leading renewable energy company in India which develops and manages solar, wind, and hybrid power generation facilities and infrastructure.
Our three capability centers across Bangalore and Chennai serve as a technology and innovation powerhouse for Shell globally, working as a delivery engine for core technical, digital, and finance processes: pioneering digital innovation and cutting-edge technologies across the energy sector. We also have strong academic partnerships and collaborations with leading universities and technology institutes to accelerate decarbonization efforts within the energy sector.
We are committed to positively contributing to the communities in which we operate through programs on STEM Education, Skilling, and Livelihood across India. We nurture and invest in startups developing initiatives focused on accelerating energy innovation through programs such as Shell E4 and Shell Eco-marathon. We also have strategic investments in new energy companies such as Husk Power, d.light, Orb Energy, and Cleantech Solar.
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