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, Telecom & Workspace, 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
CONTEXT AND ROLES SUMMARY
The Telecom & Workspace Domain is part of the Corporate and Institutional Banking Information Technology & Operations (CIB ITO) of BNP Paribas. Within this domain, the IT Service Desk is responsible for delivering best class end user support of Company employees. Constantly adapting and evolving to be on the edge of the industry leading practices and technologies.
Within the IT Service Desk, the Service Management Office team oversees:
Ensure the stability of the service
Increase the service’s performance
Follow and implement the global strategy
Keep all tools/systems/procedures up to date
Ensure the best customer experience
POSITION - TASKS & KEY RESPONSIBILITIES
Related with the customer experience, the Service Management Officer focuses on improving the IT Service Desk activity. Its objectives are, to elaborate plans related to quality, execute actions plans on the knowledge database, improve the customer experience (CSAT /NPS / internal surveys).
• Assist in process enhancements and developments for activities within the IT Service Desk.
• Participate in services and processes or practices continuous improvement by providing knowledge on practices frameworks.
• Maintaining knowledge resources to ensure maximum effectiveness.
• Monitor quality standards against agreed targets and actively participate in continuous improvement.
• Gain, maintain, and enhance user engagements and satisfaction with the IT Service Desk.
• Onboardings: manage the services onboarding process, ensure knowledge transfer, and maintain training protocol.
• Knowledge: propose, execute, and follow improvement plans on knowledge repositories at different levels, including tools, articles, rights, and content.
• Reporting and Dashboards: create service reviews, operational dashboards, and manage Service Now and Power BI for data analysis. Participate in and/or lead Service Reviews.
• Communication: establish an internal communication structure for all changes at the knowledge base level or any relevant information to be shared with the IT Service Desk members.
• Quality: improve the overall quality of teams, tickets, interactions, and analyzing customer experience.
• Trainings: publish and maintain all trainings related to the procedures, define and produce training needs for new services, and ensure all agents are up to date with protocols.
• Improvements: Proposing, executing, and following improvement plans on knowledge repositories at different levels, including processes, tools, articles, rights, and content.
• Security: Ensuring that different actors at IT Service Desk have relevant access to repositories and maintaining, updating, and documenting such access/rights.
• Tools Management: Performing reconciliation on all access rights granted to the workforce, onboarding new tools, proposing tool improvements, and maintaining an inventory of tools.
• Leading by example as a role model for Company’s values and professional standards.
• Driving the delivery of business and corporate plans for your own areas of responsibility.
• Driving continuous improvement within your own areas of responsibility.
• Taking a proactive approach to risk management, ensuring risks and issues are identified, addressed, and reported and, where appropriate, escalated.
• Being fully aware of and actively complying with Company and Domain policies and procedures relevant to your own responsibilities and to corporate policies and procedures including equality, sustainability and the environment, health and safety and data protection.
• Performing any other reasonable duties as directed by line management.
PROFESSIONAL SKILLS, ABILITIES AND EXPERIENCE
5 to 10 years’ experience working in IT infrastructure (ideally in Corporate Banking environments).
Ability to understand business needs.
Advice and fact-based assessments related to technological tools or programs.
Effective written and spoken communicator at all levels, with the ability manage senior stakeholders and present at committee level.
Fluid in framework adoption, participation and collaboration.
Experience with ITIL-based service management and support tools (Service Now).
Experience in maintaining knowledge databases.
Experience working in a multi-cultural atmosphere and ability to work successfully as part of a multidisciplinary team.
Strong ability to work flexibly - managing onboardings, changes and absorbing new information rapidly.
Experience with automation, self-service portals, and AI-driven support tools is a plus.
PERSONAL ATTRIBUTES
Customer-focused with a commitment to delivering a superior end-user experience.
Functional Analyst skills.
Good planning, organizational skills, and the ability to work to tight schedules.
Good interaction capabilities and assertiveness.
Good interpersonal and communication skills, to gather information from and for people.
Experience of delivering strategic priorities within strict timelines.
Ability to work both autonomously and in constant collaboration with other areas.
LANGUAGES & QUALIFICATIONS
• Bachelor of Science degree in IT or Computer Science
• Good knowledge in process related practices.
• Fluent English spoken and written (C1).
• Knowledge and experience with ServiceNow
• ITIL Foundation certification
• French and/or Portuguese
• Sharepoint online experience
• Machine Learning/AI knowledge
OTHERS
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.
