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Shell IT Incident Management Process Analyst - Houston, TX in Houston, Texas


Job Title:

IT Incident Management Process Analyst - Houston, TX

No. of Positions:


Job Description:

What’s the role?

The Incident Management Process Analyst assists the Regional Operations Centre (ROC) manager with management control and oversight of all operational activities within the Global Command Centre (GCC) in order to ensure secure and reliable operations for the Shell IT enterprise.

The Incident Management Process Analyst coordinates the activities through specific information flows, processes, procedures, and data objects that meets business requirements. As the coordinator of the ROC, the role assists with follow-the-sun operations, operational dashboard updates, and with service/restoration communications to stakeholders.

A successful candidate will have experience in the incident management space but will also have a desire to learn new skills and technologies and is able to adapt to the ever-changing technology landscape.

Specific Job Functions Include:

  • Maintain the library of business processes related to incident management that is easily searchable and accessible throughout the organization.

  • Serve as collaboration technology focal point for 3 global Operations Centers which include Crestron and Barco solutions. Ensure consistency of implementation of these technologies via training, documentation and implementation.

  • Identify opportunities where new processes / technologies can add value, develop the value proposition for creating the new process and socialize with impacted stakeholders and leaders to gain agreement.

  • Make recommendations to improve operational activities and drive these actions to completion.

  • Actively participate in major incident meetings with Shell, supplier and other vendor staff to drive the team towards operational restoration.

  • Build relationships with the Supplier operational teams across all regions along with managing key operational contacts/escalation points.

  • Develop and maintain operational metrics and associated reports.

  • Collaborating with staff in all GCC locations (Bangalore, Rijswijk and Houston) in order to improve GCC delivery and functions as well as incident remediation.

  • Serve as a GCC ambassador to IT and business stakeholders

Auto req ID:



Information Technology

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.


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


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 in Information Technology or equivalent work experience required.

  • Minimum three (3) years' relevant work experience.

  • Demonstrated knowledge of the ITIL process.

  • Experience using Service-Now for Problem and Incident management activities

  • Excellent communication skills with experience delivering presentations to technical and business audiences.

  • Knowledge of scripting technologies; Python, PowerShell or VB Script preferred.

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.

  • We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we’ll take it from there.

  • We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

  • We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

  • We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

City, State (if applicable):

Houston, TX