BNP Paribas Cardif is the Insurance Company of the Banking Group BNP Paribas. Its mission is to insure individuals, their families and properties. Cardif distributes its insurance products (Savings and Protection) through the network of its partners (Retailers, Banks & Financial Institutions, facility companies…). BNP Paribas Cardif is located in 36 countries all over the world.
Continental Europe Zone is a regional organization in charge of BNP Paribas Cardif activities in Poland, Germany, Central Europe (Czech Republic, Slovakia, Austria, Hungary, Romania, Bulgaria) and Iberia (Spain and Portugal).
Within the Zone, ETO (Efficiency Technology and Operations) activities are covering IT, Operations and Transformation. An IT Shared Service Center (SSC) in charge of managing all mutualized IT activities (Business applications, production monitoring, and project management) of served countries is growing rapidly in Prague (Czech Republic).
The Application Support Analyst will support our local team providing the TSP services and help building the trust and application competence of the SSC team in the region.
This role covers following activities
Technical support and maintenance of the TSP applications in TEST – configuration, installation and testing of the new versions
Application L1 support of the TSP applications in PRE-PROD and PROD using service management tools (JIRA, ServiceNow
Help resolve software and technical questions for the customer efficiently and effectively
Gather the required information necessary in order to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution
Meet SLAs like response and resolution times by partnering within L2 and L3 Support teams
Extensively research and document customer technical issues
Collaborate with SSC team members to properly manage customer inquiries and escalate when appropriate
Partner with Technical Support team members on various strategic projects when needed
Run monitoring reports for usage, performance, and/or availability
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team
At least 1 year of experience in application or system support position
Awareness of IT development standards, methods and tools
Knowledge of application solutions and communication protocols
Knowledge of web and application servers (e. g. Apache, Tomcat or WebSphere)
Knowledge of Linux at least on power user level (basic administration)
General understanding of Java based applications (basic troubleshooting)
Ability to communicate in English language (written & spoken)
Analytical and logical thinking, good organizational skills
Very good communication skills
Experience in international environment is a plus
Primary Location: CZ-PR-PragueJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Secondary EducationExperience Level: At least 2 yearsSchedule: Full-time