Trader Support Analyst

Shell • Houston, TX

8d • $78,000 - $118,000 • Onsite

About The Position

What’s the role The Trader Support Analyst provides dedicated in-person (‘on the floor’) business proximate IT support to Traders and Front Office Commercial staff, workers with real-time impacts to the trading business. The team serves as a first point of contact for all Trading IT issues, of which includes standard desktop services and general triage for enterprise and application services for their designated locations and remote sites at times. This role is expected to maintain operational effectiveness within a high-pressure and demanding environment, while performing trader supporting tasks. The person will be in the office (Houston OTM) 5 days a week and able to work 9-hour shifts.

Requirements

• Must have legal authorization to work in the U.S. on a full-time basis for anyone other than the current employer
• Bachelor’s degree in Information Technology or Management Information Systems, or equivalent education/experience
• Minimum of 5 years of desktop or infrastructure support experience, preferably in an End-User environment
• Experience with Web ICE and ICE Connect
• Awareness of market data feed services (e.g., LSEG Workspace)
• Strong technical knowledge of industry-standard PC technologies and the trading user desktop environment
• Strong knowledge of Windows operating systems
• Strong knowledge of MS Office products
• Experience with call-logging systems (e.g., ServiceNow)
• Knowledge of support and troubleshooting processes; ITIL certification is a plus
• Excellent English-language communication skills
• Excellent customer-facing and interpersonal skills
• Affinity with both technology and business processes
• Ability to deal with business and IT management at all levels
• Ability to prioritize in a demanding environment with multiple deliverables
• Must be a self-starter, reliable, and able to work with minimum supervision

Responsibilities

• Provide effective IT floor support to resolve immediate operation issues to minimize impact
• Maintain good working relationship with stakeholders such as the Trading business users, IT service partners, vendors, and IT management
• Work collaboratively within Shell IT (i.e., Service Assurance team, Enterprise Services and Application Operations) to coordinate effective resolutions to operational issues
• Ensure all required security, compliance and equipment demand processes and procedures are followed
• Facilitate local deployment of software and hardware rollouts, as required
• Provide support during the regional annual Business Continuity tests
• Balancing satisfying user requests while adhering to the IT policies and processes

Benefits

• insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs
• company pension plan and a 401(k) plan
• Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents
• employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance
• Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees