eBanking Support Analyst

eBanking Support Analyst

Job Description:

What is the role?

The eBanking Operations Support Team is responsible for the daily end to end
support of eBanking interfaces for the Shell Finance business units by
ensuring that application services meet or exceed agreed SLAs by provision of
application support and fault resolution services for eBanking. The eBanking
Support Analyst is responsible for the resolution of eBanking issues that
arise during the payment and bank statement process. This will involve
actively monitoring and working on the incoming requests sent to the eBanking
2nd line support mailbox by the business units. The eBanking Support Analyst
actively and professionally communicates with the business users, business
teams, the eBanking first line team and external teams when resolving issues
in a timely manner.

The main responsibilities are:

* Resolve all severity levels of incidents in a timely fashion in order to ensure business continuity and meet SLA requirements.
* Analyze business requirements and translate these into technical specifications for data mapping in line with the strategic eBanking message standards.
* Proactively monitor service outcomes for positive/negative patterns in readiness to initiate service improvements and recommendations for remedial actions.
* Provide deliverables within the areas of 'Incident' and 'Change and Problem', technical project work, mapping activities and software configuration within the system environments.
* Participate in the preparation and execution of DRP tests.
* Ensures incident ticket handling is timely performed.
* Proactively knows how to prevent business interruptions. Timely involves internal and or external parties in case issues result into business interruptions
* Proactively sends out communication emails to stakeholders in case of business interruptions.
* Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use.

Country of Work Location:
United Kingdom

City, State:

Work Location:
London - Shell Centre

Company Description:

Shell started operations in the United Kingdom more than 110 years ago. Since then we have grown into a leading innovative oil and gas company that rewards its employees by investing heavily in their careers and learning. Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are the largest FTSE 100 company in the UK by market capitalisation, and make a significant contribution to the UK economy. As well as processing 35% of the gas coming into the UK, we serve more than four million customers at our filling stations each week. Shell employs some 6,400 skilled staff as well as many contractors.


What we need from you

* Significant experience in an IT application support environment supporting critical business applications.
* ITIL v3 foundation certification.
* Knowledge or experience of one or more of the following would be beneficial: Unix, Oracle, XML messages.
* Strong knowledge of business and solutions used in one or more of the following areas: Treasury, eBanking, ERP.
* Strong interpersonal and communication skills.
* Be able to work under pressure. Deliver solutions fast, but to quality and in a compliant way.
* Educated to a degree level, preferably in Information Technology or similar
* Strong stakeholder, interpersonal relationship and communication skills.
* Strong analysis and problem-solving skills.
* Able to work collaboratively and effectively across the organization and across different geographies.
* Attention to technical details is a must, with focus on quality and accuracy.
* Able to handle multiple tasks with appropriate priority and strong time management skills.
* Fluent in English, written and verbal.
* Knowledge of application landscapes including underlying infrastructure & application security concepts
* Proven ability to deliver results in a cross-functional, multi-application, multi-service provider & virtual environment
* Ability to handle concurrent tasks with appropriate priority
* Strong knowledge and experience in Linux. Understanding kornshell scripting is preferred.
* Knowledge and experience in ERP (mainly SAP), bank account management and eBanking processes and concept is preferred
* Knowledge and understanding of idoc, edifact and xml file formats is preferred
* Knowledge and understanding mapping concepts is preferred
* Knowledge and understanding connectivity between systems is preferred
* Strong team worker
* Flexible about work content and enthusiastic to learn.
* Flexible and willing to work in US shift when required
* Flexible and willing to perform weekend work when required

No. of Positions: 1

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 via the **Apply**-button, 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 is an Equal Opportunity Employer.
Job information
Advertiser Shell
Contact Name
Telephone (Please reference Dice when calling)
Reference eBanking Support Analyst_1

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