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Operations Support Specialist


This is a Contract position in Chicago, IL posted May 14, 2019.

Role synopsis: Role Synopsis: BP has embarked on an ambitious plan to modernize and transform using digital technologies to drive efficiency, effective and new business models.

Fuels North America Retail business is growing and IT&S and the business work jointly on scoping, developing, deploying, and supporting solutions that underpin the strategy.

We are in the process of digitizing the base and strengthening our muscle around data analytics.

The retail portfolio is expansive and includes CRM, site systems, network communications, digital assets, B2B portals, B2C programs, Loyalty, Payment, Asset Management and other marketing offers.

This portfolio spans the entire US with ARCO/ampm retail sites on the West Coast and BP and Amoco retail sites East of the Rockies.

This role is instrumental in supporting operational excellence across the retail business with a focus on payment processing, card brand management and payment card settlement.

This role actively manages vendors across the payment service line and works to resolve technical issues in real time.

You would actively own a service line support model and work hand in hand with the vendor partners, internal stakeholders and our customers to help provide the necessary technical support to resolve incidents and perform investigation analysis and guidance during the incidents.

You would provide root cause analysis working along with the service engineers and application support teams to enhance our operational stability.

You will be exposed to the entire retail portfolio over time and balance various squads across the remit.

Ability to deliver sustainable solutions to the retail business is critical to our success and you are at the forefront of maintaining operational excellence and working along with our vendor partners on continuous improvement and compliance initiatives.

If you have a drive for excellence and thrive on problem management and solutioning, come join our team.

Key accountabilities: Team: You will provide operational support within an operational unit by managing and monitoring the progress of Events, Incidents and Problems in accordance with the expected IT outcomes.

You will contribute to the continuous knowledge development, enabling yourself and the Ops Group team members to resolve Events, Incidents, and Problems in accordance with Service Levels.

You will actively engage with the BP Sustainability frameworks to continuously seek improvement in the execution of maintenance, Change and Requests duties across the Ops Group team.

With a focus on continuous improvement, you will identify and deliver opportunities that work to maximise operational efficiency and enhance support delivered.

Relationships: You will collaborate with team members and other IT&S technical operations groups to troubleshoot and assist in the resolution of major incidents, complex problems and retrospectives.

In your capacity of Operational Support Specialist, you will act as a mentor and role-model to other team members, enabling others to deliver successful outcomes.

Safety and Compliance: Safety of our people and our customers is our No.

1 priority.

You will advocate and lead in this and promote a culture security in everything that we do.

You must understand and deliver in year compliance that meets card brand (Visa, MasterCard), oversee acquirer changes and ensure these do not impact our customers Essential Education:
• A Certified Qualification from a recognised institute of higher learning, ideally focused in Computer Science, MIS/IT, or other STEM related subjects Essential experience and job requirements: Preferred candidate has 3 years of experience in operational management which includes managing multiple vendors providing key operational services.

Experience working with payment vendors such as Visa, MasterCard, payment acquirers, payment hosts and debit networks would be preferred.

Technical capability: Primary Skills Incident management (4) IT infrastructure (3) Secondary Skills Technical specialism (3) IT management (3) Tertiary Skills Service level management (2) Customer service support (2) ITIL core processes (2) Relationship management (1) Sourcing (1) Leadership and EQ:
• You embrace a culture of change and agility, evolving continuously, adapting to our changing world.

• You are an effective team player, looking beyond your own area/organizational boundaries to consider the bigger picture and/or perspective of others, while understanding cultural differences.

• You continually enhance your self-awareness and seek input from others on your impact and effectiveness.

• Well organized, you balance proactive and reactive approaches and multiple priorities to complete tasks on time.

• You apply judgment and common sense
– you use insight and good judgment to inform actions and respond to situations as they arise.

• You comply with BP’s Code of Conduct and demonstrate strong leadership through BP’s Leadership Expectations and Values & Behaviours.

Other Requirements (e.g.

Travel, Location): In IT&S we are committed to providing flexible working arrangements.

Agile or flexible working encompasses a wide range of working options, which help people to achieve their full potential.

It is more than ad-hoc home working or part time working; it’s about role modelling BP’s IT technology to get a job done, in a way that works well for both the business and our employees.

So even if a job is advertised as full time, please reach out to the hiring manager or the recruiter if you would like flexible working arrangements to be considered.

Desirable criteria & qualifications: N/A About BP: We are a global energy business involved in every aspect of the energy system.

We have 75,000 employees in 80 countries, working towards delivering light, heat and mobility to millions of people, every day.

We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future.

We have a real contribution to make to the world’s ambition of a low carbon future.

Join us, and be part of what we can accomplish together.

BP is one of the three largest energy companies in the world, operating in over 100 countries across 6 continents.

Information Technology & Services (IT&S), provides a full range of IT services to BP’s global business segments.

IT&S plays a critical role in the delivery of defined world-class operational services that BP businesses can rely upon in support of their own performance.

Our specific accountabilities include the delivery of services to specified target levels, including availability, recoverability and cost to the corporation.

These services must also be delivered safely and secured against the growing risk of viruses and other security threats.

We aim to benchmark our performance favorably against a defined peer group of the world’s best and intend to deliver our services with professionalism to rival any major business corporation in the world
– this is what we mean by being ‘World Class’.

To achieve this exciting level of performance will require a commensurate level of enthusiasm, commitment and expertise in our people.

Disclaimer If you are selected for a position in the United States, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and alcohol screening/medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.

The drug screen requires a hair test for which BP must be able to obtain a sufficient hair sample for analysis (4 cm/1 ½” scalp, or > 2 cm/¾” body
– arms & armpits/legs/chest) As part of our dedication to the diversity of our workforce, BP is committed to Equal Employment Opportunity.

Applicants will receive consideration for employment without regard for race, color, gender, religion, national origin, disability, veteran status, military status, age, marital status, sexual orientation, gender identity, genetic information or any other protected group status.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

If you need assistance or an accommodation due to a disability, you may contact us or have one of your representatives contact us at or by telephone at 281.366.1999.

Read the Equal Employment Opportunity is the Law poster and the poster supplement
– for more information about Equal Employment Opportunities.

( Spanish version ) BP is an equal employment opportunity and affirmative action employer.

View our policy statement .

Eligibility Requirements If you are applying for a position in the United States, you must be at least 18 years of age, legally authorized to work in the United States; and not require sponsorship for employment visa status (e.g., TN, H1B status), now or in the future.

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