About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.
About BNP Paribas Group:
BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability
Commitment to Diversity and Inclusion
At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.
About Business line/Function:
CIB IT Production is Production Support department, which is created within the IT Organization in BNPP ISPL.
CIB IT Production's mandate is to manage daily Incidents & requests with a proximity support for specific processes needing high expertise.
ITIP is one of core department function in CIB IT Production where it specializes in IT Infrastructure support for all end users in BNPP.
Job Title:
Application Support & CMDB Management
Date:
Department:
IT Production
Location:
Mumbai
Business Line / Function:
CIB IT
Reports to:
(Direct)
Grade:
(if applicable)
(Functional)
NA
Number of Direct Reports:
NA
Directorship / Registration:
NA
Position Purpose
An Application Support Expert is responsible for providing technical assistance and support for the applications, ensuring the smooth and efficient operation of enterprise applications. The ServiceNow CMDB Specialist is responsible for managing and maintaining the Configuration Management Database (CMDB) within the ServiceNow platform. The role involves ensuring the integrity, accuracy, and availability of CMDB data, mapping IT assets and services, and supporting the Configuration Management process to improve service delivery, operational efficiency, and governance.
Responsibilities
Direct Responsibilities
- Provide first and second-line support for users experiencing technical issues with applications.
- Diagnose and resolve issues related to software applications, including configuration, functionality, and system integrations.
- Document and escalate complex issues to higher-level technical teams if necessary.
- Respond to and manage application-related incidents, ensuring timely resolution and minimal disruption to users.
- Track and monitor application performance, identifying and resolving potential issues before they impact users.
- Maintain accurate records of incidents, service requests, and resolutions.
- Provide training to end users on software functionality, features, and best practices.
- Develop and maintain user guides, manuals, and application-related documentation.
- Assist in creating Knowledge Base articles to help users self-serve common issues.
- Oversee the implementation, configuration, and ongoing maintenance of the ServiceNow CMDB.
- Ensure that all Configuration Items (CIs) in the CMDB are correctly classified, updated, and maintained throughout their lifecycle.
- Develop and configure automated processes to populate and update the CMDB with accurate data.
- Work closely with IT and business teams to map Configuration Items (CIs) and define relationships between them (e.g., between hardware, software, applications, and services).
- Ensure the mapping of service dependencies and business-critical applications to improve incident, problem, and change management processes.
Contributing Responsibilities
- Integrate ServiceNow CMDB with other IT management tools and systems to ensure seamless data flow and consistency across platforms.
- Work with automation and discovery tools to automatically populate and update the CMDB with accurate configuration data.
- Continuously assess and improve the CMDB process, proposing enhancements to increase the effectiveness of the CMDB in supporting business needs.
- Stay current with ServiceNow updates and new CMDB-related features to enhance the platform and processes.
Technical & Behavioral Competencies
- Familiarity with data management practices, database design, and reporting tools.
- Strong analytical, problem-solving, and troubleshooting skills.
Behavioral Competencies:
Communication: Excellent communication skills to interact with users and stakeholders effectively, both in writing and verbally.
Customer Focus: Strong dedication to providing exceptional customer service and resolving user issues promptly.
Problem-Solving Attitude: Willingness to approach challenges with creativity and persistence, finding innovative solutions.
Adaptability: Flexibility to adapt to changing technologies and user needs in a dynamic IT environment.
Time Management: Efficiently manage time and prioritize tasks to meet service level agreements and deadlines.
Conflict Resolution: Skill in handling conflicts and challenging situations, maintaining professionalism and diplomacy.
Team Collaboration: Ability to work collaboratively with other IT teams, departments, and external vendors.
Continuous Improvement: Commitment to seeking out opportunities to enhance processes, services, and customer experiences.
Attention to Detail: Thoroughness in documenting incidents, resolutions, and following best practices.
Stress Management: Capacity to handle high-pressure situations and remain composed during critical incidents.
Specific Qualifications (if required)
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Decision Making
Ability to collaborate / Teamwork
Ability to synthetize / simplify
Ability to deliver / Results driven
Transversal Skills: (Please select up to 5 skills)
Ability to set up relevant performance indicators
Analytical Ability
Ability to anticipate business / strategic evolution
Choose an item.
Choose an item.
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 5 years
Other/Specific Qualifications (if required)
