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Support Analyst

Horaires Temps plein
Métier Informatique
Marque BNP Paribas
Niveau d'expérience 1 à 2 ans
Niveau d'études Niveau BAC+2/3
Postuler REF: BNP019286

Job Description - APAC

About BNP Paribas Group:

BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees. The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships”.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas Group, a leading bank in Europe with an international reach. With delivery centers located in Mumbai and Chennai, we are a 24x7 global delivery center. We partner various business lines of BNP Paribas such as Corporate and Institutional Banking, Wealth Management, Retail Banking through three verticals - Information Technology, Operations and Finance Shared Services.

About Businessline/Function :

ITG is a group function established recently (2019) in ISPL with presence in Mumbai, Chennai. We collaborate with various business lines of the group to provide IT Services.

Job Title:

Support Analyst


13th Aug’20





Business Line / Function:


Reports to:




(if applicable)




Number of Direct Reports:


Directorship / Registration:



Position Purpose

Production Support on ServiceNow framework , Must have experience on ServiceNow, preferably IRM area


  • Provide L1 & L2 support on ServiceNow IRM & SecOps solutions
  • Assist internal BNPP users, answer user’s questions, identify and report defects
  • Performs routine maintenance to include performance monitoring and error identification/remediation
  • Analyzing and resolving L1-L3 tickets on a daily basis
  • Ticket creation and documentation, troubleshooting issues
  • Manages Update Set creation and migration
  • Schedules and verifies instance clones
  • Leads ServiceNow upgrade planning and execution with the Change Manager
  • Participation on handover meetings DEV à OPS (part of release)
  • Collaboration with the implementation team, Platform team, L3 & L4 support and other internal IT departments

Technical & Behavioral Competencies

  • Good understanding of ServiceNow modules: Platform, Application/Integration, Event, ITSM, IRM, SecOps
  • Databases understanding (MySQL knowledge preferred, Oracle SQL)
  • XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP
  • 2 years’ experience in L2, L3 support

Specific Qualifications (if required)

ServiceNow Certified System Administrator highly preferred 

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills - oral & written

Organizational skills


Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to develop and adapt a process

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Education Level:

Bachelor Degree or equivalent

Experience Level

At least 2 years

Other/Specific Qualifications (if required)




Primary Location: IN-TN-ChennaiJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 2 yearsSchedule: Full-time Reference: BNP019286