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:
At BNP, we are working extensively to streamline the workflows and optimizing Non-IT Service management modules through ServiceNow platform and solutions. This will drive projects more efficiently, cost effectively and proficient delivery.
Job Title:
Support Analyst
Date:
6th January 2025
Department:
ITG
Location:
Mumbai
Business Line / Function:
Flow Masters
Reports to:
(Direct)
Grade:
(if applicable)
(Functional)
Offering Manager
Number of Direct Reports:
Directorship / Registration:
NA
Position Purpose
Provide a brief description of the overall purpose of the position, why this position exists and how it will contribute in achieving the team’s goal.
We are looking for ServiceNow Functional Support resource specifically on ITSM and non - ITSM modules. Candidates will be proactively managing various functionalities on multiple ServiceNow modules.
Responsibilities
Direct Responsibilities
- Provide functional support on Non-ITSM modules viz HRSD, WSD, FSO and other scoped applications in ServiceNow.
- Capable to understand the ServiceNow related issues on live chat, call or incident/RITM records.
- Provides timely solution or workaround and maintain SLA.
- Communication should be on point to understand and convey the issue to development team, and same to end user/caller of the incident.
- Manage assignment of incidents to support group via ServiceNow tool.
- Facilitate resolution of incidents with escalating in rules of escalation agreement.
- Manage communications to business with our IT production:
- For unavailability of production
- Operations planned (upgrade, other...) and changes.
- Incidents in production
- Create dashboards and Reports on ServiceNow.
- Coordinate / Release reminders and escalation following internal process.
- Follow and coordinate correctives actions following incidents until resolution and closing tickets (End to End process)
- Initiate and manage maintenance period communication.
- Manage process releases as a Release Manager and improve the process if needed.
- Manage crisis cellule for P1
Contributing Responsibilities
- Training, Mentoring and Coaching user community on the Use of ServiceNow modules and scoped applications.
- Weekly & Monthly Reporting on statistics incidents/problems & changes & enhancements & backlog associated.
Technical & Behavioral Competencies
- Knowledge of ITSM ServiceNow best practices, including ITIL v3/v4.
- Experience with JavaScript, XML, HTML, Single Sign-On technologies, SQL relational databases
- Proficiency in ServiceNow configuration and system properties.
- Detailed understanding of SLAs.
- Experience in troubleshooting ServiceNow issues.
- Quick learner and ability to grasp scoped applications.
- Strong problem solving, decision-making, and analytical abilities.
Specific Qualifications (if required)
- 4-6 years of experience configuring and Administering ServiceNow.
- ServiceNow Certified Administrator (mandatory).
- ITIL v3/v4 Foundation Certification preferred.
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Ability to collaborate / Teamwork
Adaptability
Ability to deliver / Results driven
Communication skills - oral & written
Transversal Skills: (Please select up to 5 skills)
Ability to understand, explain and support change
Analytical Ability
Ability to develop and adapt a process
Choose an item.
Choose an item.
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 3 years
Other/Specific Qualifications (if required)
