Job Description

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 with staff, business leaders and suppliers Skilled in being able to influence others without formal authority to deliver desired results Skilled in being able to work independently across different organizational boundaries in a globally and virtual environment Fluent in the English language, both verbal and written Delivering through others with no direct organizational influence Preferred Experience in applying continuous service improvement using LEAN / Kaizen techniques Technical skills in ServiceNow, Sharepoint and Collective Actual understanding of the IT business environment and driving business outcomes Knowledge of other ITIL processes such across the ITSM suite of process management
ProMICOM Services (M) Sdn Bhd was incorporated in June 2004 and the corporate entity is MICOM Computer Centre (MICOM). MICOM was established in 1987 and has over the years evolved from a fledgling IT products retailer and IT service provider to an organization that has the expertise and resources to support medium to large scale organizations, with critical IT infrastructure and application requirements including the outsourcing of IT/Non-IT professional resources and payroll solution. Currently, 90% of our clients are multinational companies and government agencies from various business segments such as oil and gas, semiconductors, chemical, power, manufacturing, telecommunication, and education. Driven by a strong technical team, we strive continuously to provide high quality and advanced technological products, professional services, and training to meet the constantly evolving and demanding needs of corporations.
Bachelor\'s or Equivalent