IT Service Catalogue Manager BNP Paribas (#MITP)

GROUP BNP PARIBAS

BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.

Spain IT Production

Spain IT Production organization consists of CIB ITO & ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. IT Production organisation includes Infrastructure services, Digital Working, Telecom& Datacentres, Production Security and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO and IT Continuity). In Spain, IT Production relies on a Platform with over 400 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.

ABOUT THE JOB

MISSION

IT Service Management provides a framework to structure IT related activities and the interactions of IT technical personnel with customers and clients. Managed services include IT Infrastructure and Global Markets Applications used by Group businesses.

The Service Catalogue Manager has experience in IT operations, process analysis, Business Service Management, service discovery with a background in ServiceNow. They should demonstrate a deep knowledge of IT Operations processes/frameworks and equivalent process improvement methodologies.

A Service Catalogue Manager with a good understanding of defining and documenting a Business Service with all relevant parties as well as interacting with Service Owners to agree on the contents of their respective Service Catalogue. Should have the ability to implement it within ServiceNow.

RESPONSIBILITIES

• Responsible for the maintenance of the IT Service Catalogue in conjunction with internal service and technology owners
• Carries out the Product Manager responsibilities for the Service Catalogue Management process
• Strategic design of the Enterprise IT Catalogue and drive toward a single system of engagement.
• Coordinating and facilitating discussions and working sessions between Service Catalogue Management and other processes, especially asset, configuration management and request fulfilment
• Ensures up to date service information is available for users, that items are retired, made live and amended as required.
• Completes regular reviews of the Catalogue with internal stakeholders to ensure relevance to business needs and requirements.
• Works with internal customers to ensure consistency and accuracy of the IT Service Catalogue
• Works with reporting team to assure that the service catalogue and CMDB meet requirements of the various production teams interacting with IT development, Operations, IT Quality teams and product owner groups to obtain and exchange information
• Proactively escalate problems and issues and drive to resolution

REQUIREMENTS

• Studies
• 
  
  • Bachelor in Computer Science or equivalent
  • ITIL Foundation certificate will be desirable
  • ServiceNow Certified System Administrator  or equivalent
• Experience
• 
  
  • 3 years of experience on ServiceNow Catalog Management, able to set and update Categories and Catalog Items & good knowledge of ServiceNow CMDB modules and tables
  • 3 – 5 years of experience configuring and Administering ServiceNow
• Languages
• 
  
  • High English spoken and written fluent (B2/C)
  • French spoken and written will be valued

SKILLS

• Technical

Essential:

• Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production
• Experience in transformation and migration projects within ServiceNow or any other Service Management Application

Desirable:

• ServiceNow System Administrator Certification
• ITIL V4 Foundation Certification
• Transversal & Behavioral
• Eager to learn
• Analytical mind-set
• Ability to work well under pressure, work autonomous and in team environment
• Good interpersonal and communication skills.
• Strong problem solving, decision-making, and analytical abilities.
• Flexibility to work with a variety of personalities and styles

BENEFITS

• Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
• Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
• Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
• Flexible compensation plan.
• Hybrid telecommuting model (50%).
• 31 vacation days.

Diversity and inclusion commitment

BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.