IT Request and Change Coordinator

4 weeks ago

Cyberjaya, Malaysia Agensi Pekerjaan JobOnline Sdn Bhd Full time

**Request and Change Coordinator**
**Oil & Gas Shared Service Centre**
**Cyberjaya, Selangor**
**1 Year Contract (renewable)**
**Mon - Fri (8.00am - 5.00pm)**
**Salary Depends on the qualification**

A Request & Change Coordinator ensures effective coordination of activities to fulfil the request. This is a multidiscipline role that offers diversity of tasks to ensure that there is growth for individuals.

**The Change Coordinator**
- Coordinate and plans changes effectively to ensure there are no colliding priorities or conflicting changes
- Review requests for change for completeness and work with project, Implementation team as needed
- Create change ticket in **ServiceNow** as per the information from the Project Manager
- Is the fulcrum of the change and communicate change ticket numbers to Project Manager and associated teams
- Monitor approvals to ensure reporting deadlines are met to secure approvals prior to the start date / time
- Ensures the Compliance and Control are met in all changes
- Once the change is completed, is responsible ensuring that the change tasks, ticket is closed with all evidences attached.

**The Request Coordinator:**
- Coordinates the work queues of request fulfilment support staff (first and second line)
- Monitors progress of approval as well as provisioning tasks against agreed SLA targets
- Identifies and documents appropriate follow-up actions when a provisioning task fails
- Informs fulfilment team of the due date of the request changes
- Validates and supports Request catalogue workflow corrections
- Documents lessons learned and improvement actions

The incumbent will work with 3rd party suppliers, Business delivery organizations, LOI GCMC, Service Managers, and Component and Operate Landscape Managers to ensure effective request fulfilment.

**Accountabilities**
- Provides effective coordination of all Connectivity requests and change tickets
- Ensures that the workflow needed to fulfil Connectivity requests and changes operates effectively
- Works in close collaboration with **LOI, ETSOM** integration teams and key stakeholders to drive major process enhancements
- Provides advice and guidance to stakeholders, specifically how the Connectivity Request and Change function process and tooling underpins the efficient and effective E2E execution of the IT service Life Cycle
- Creates and analyses process performance reports enabling monitoring of compliance against CSLs and KPIs and raises back to green plans as needed to drive Operational Excellence
- Undertakes onboarding and effective due diligence of new suppliers, organizations, services and process changes to ensure alignment with the enterprise Request & Change management operational process and strategy
- Identifies structural improvements on the process that are related to poor performance, gaps, or process anomalies that prevent effective operations and works with LOI process teams to remediate as needed
- Ensures ETSOM Connectivity SOM is a strong influencer and participant in the process and service management tooling projects, to help ensure changes being developed support improved business outcomes.

**Dimensions and Special Challenges**
- Maintaining operational excellence during the implementation of the IT Strategic Roadmap and its move to a market based service and Cloud environment
- Driving embedding of operational (and multi) processes across multiple organizations and 3rd party suppliers without direct organization control
- A very visible, enterprise wide role. The opportunity to work with people from all parts of the Shell businesses, with multiple suppliers, and gain insight into the challenges faced by a variety of lines of businesses within Shell.
- Meeting all the requirements of the various ITIL support processes whilst keeping the Request & Change Management process fit for purpose and cost-effective
- Driving effective process integration and embedding across multiple organizations and suppliers that are likely to have commercial constraints.
- Managing conflicting priorities and achieving a win-win solution wherever possible
- Gaining and maintaining the trust of virtual stakeholders
- Managing time and work-life balance

**Qualifications**

**Mandatory**
- 5 to 8 years of corporate IT experience
- Graduate / Post Graduate in an IT related degree
- ITIL certifications at both the foundation and immediate level, preferably in Service Transition & Operations

**Skills**

**Mandatory**
- Experience with presenting ideas to stakeholders, and influencing people without formal authority, is highly desirable.
- Skilled in executing and managing operational **ITIL processes**, specifically in Request & Change Management
- Technical skills in **ServiceNow** and data migration activities
- Excellent organizer of priorities and people
- Strong interpersonal and communication skills, both verbal and written using different mediums
- Skilled in being able to build credible, sustainable relationships

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