The bank for a changing world

We are looking for

Support Analyst

Apply REF: PAR000396

Job Description – IT Functions– Support Analyst

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 Business line/Function :

IT Functions domain in BNP Paribas Securities Services Application and Production support department provides IT support including incident management, request management, problem management and change management for all the applications used by two or more business lines of BNP Paribas Securities Services.

Job Title:

Support Analyst








Business Line / Function:

IT Functions

Reports to:


Team Lead


(if applicable)


Onshore subdomain manager

Number of Direct Reports:


Directorship / Registration:





Position Purpose

The Support analyst will be responsible to:

-  Provide support for the BP2S applications, for all day-to-day incident resolution/support issues.

-  Develop a good understanding of the existing application (functional and technical)

-  Participate in any specific improvement on these support deliverables


Direct Responsibilities


·         Monitoring and Supporting the day to day activities

·         Adherence to documented procedural standards including compliance objectives and organisation polices

·         Fully responsible for key activities within the agreed SLA and ITIL process

·         Escalate issues, which cannot be resolved, in a timely manner

·         Have a strong Customer Focus in order to provide a professional support service to both internal and external clients

·         Flexible approach to working hours to meet the demands of the team. Will have to work in rotational shifts for support and some weekends (need basis) and provide on-call support

·         Maintain Knowledge base and share experience with support team members

·         Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover

·         Resolve user queries



Contributing Responsibilities

·         To assist with the streamlining of the support area i.e. suggest improvement in procedures without the introduction of risk

·         Maintain Knowledge base and share experience with support team members

Technical & Behavioral Competencies ; 1 – essential, 2 – desirable


·         Unix/Linux scripting - 1

·         SQL / PLSQL – 1

·         Java – 2

·         IBM WTX – 2

·         Spotfire – 2

·         Jasper – 2

·         Business Objects – 2


-  Adaptability: 1

-  Results and quality orientation: 1

-  Communication: 1

-  Customer focus: 1

-  Decision making: 2

-  Team work: 1

-  Innovation and continuous improvement: 2

-  Technical expertise: 1

Specific Qualifications (if required)

·         Graduate in any discipline (Computer Science preferred) with a good background of Application support (L1,L2) with a minimum IT experience of  1 - 3  years of experience

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Client focused

Creativity & Innovation / Problem solving

Ability to share / pass on knowledge

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 1 year

Other/Specific Qualifications (if required)

·         ITIL Foundation 

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 Behavioural competency: Ability to collaborate / Teamwork, Creativity & Innovation / Problem solving, Ability to share / pass on knowledge, Client focusedTransversal competency: Analytical Ability, Ability to understand, explain and support change