Job Title: Associate - PF Servicenow Change Manager
Department: Production CPBS – PF APS
About Business line/FunctionBNP Paribas IT teams are providing infrastructure, development and production support services to all applications used worldwide by all business lines. There is a great variety of technologies and infrastructures from legacy systems to cutting edge AI & Cloud technologies.
Within BNP Paribas Group IT, business is organized in several Poles (CPBS) and teams are organized in several divisions called “APS” which are each responsible for a business line.
· Personal Finance
· BCEF
· FORTIS
· BNL
· Arval
The current position is to be filled within Personal Finance APS team.
CTO Personal Finance is responsible of the Production for Personal Finance, either Application Production, Infrastructure and/or Production Security. The organization relies on Producers (BP2I, CIB ITO, Local Producer) for Infrastructure services and platforms. The CTO manages Application Production for Personal Finance
• Manage Production environment for applications, guaranteeing quality & stability for Business, relying on Data.
• Frame & run conditions to consume infrastructure services for applications in a secure mode.
• Advice Métiers to adopt proper technologies means, regards to business application needs.
Position Purpose:
Within the Finance (PF) entity or the global IT organization, the Change Manager / CAB Manager is the guardian of controlled IT‑service evolution.
Key challenges include:
Driving the entity’s KPIs (change success rate, incidents linked to changes, mean time to process, SLA compliance, maintenance‑window adherence, etc.) to provide real‑time visibility of change‑process performance and feed management reviews.
Ensuring maintenance windows are respected – confirming that every approved change is scheduled within authorized slots, monitoring for overruns and triggering corrective actions.
Guaranteeing change compliance – checking that RFCs( Request for Change) are properly categorized, impact/urgency assessed, dependencies and rollback plans documented, and that CAB decisions are implemented.
Overseeing transverse/group changes – tracking changes initiated at group level or by other entities that could impact PF (shared infrastructure, platform updates, cross‑entity services). Assessing their potential impact on PF, coordinating impact reviews, and verifying that any required PF‑specific validation or CAB review is performed and that PF‑specific maintenance‑window and compliance rules are met.
Balancing rapid delivery (Agile/DevOps) with rigorous change control to avoid incidents from uncontrolled deployments.
Managing increasing hybrid‑environment complexity (on‑premise, cloud, micro‑services) and diverse stakeholders (application teams, infrastructure, security, business).
Anticipating and mitigating the impact of changes on critical services, especially during peak periods (month‑end closes, product launches).
Maintaining complete, accurate records in ServiceNow to support internal and external audits.
Facilitating effective CAB sessions, balancing technical, business and risk viewpoints while fostering collaborative, fact‑based decision‑making.
Responsibilities
• Change verification & validation
• Review RFC completeness (impact, urgency, risk, test plan, rollback plan, maintenance window).
• Validate that the proposed maintenance window complies with operational policies and business constraints.
• Confirm conformity with ITIL, IG, SOX and internal standards before CAB submission.
• CAB facilitation
• Prepare agendas and distribute RFC packages to CAB members (technical, security, business, finance).
• Chair CAB meetings (weekly, ad‑hoc or emergency): present changes, moderate discussion, capture votes/approvals, record decisions (approve, reject, defer).
• Produce and circulate CAB minutes with decisions, action items and owners.
• Track implementation against approved maintenance windows (alert on deviations).
• Verify test execution, stakeholder communication and rollback‑plan readiness.
• Close RFCs in ServiceNow after successful execution, documenting outcomes and lessons learned.
• Ensure emergency changes are justified, that exceptional windows are authorized, and that accelerated validation procedures are followed.
• Transverse/group change oversight
• Receive and consolidate change notifications from other entities or the group level.
• Assess potential impact on PF services, applications and infrastructure.
• Coordinate with PF owners to decide whether a specific impact review, PF‑CAB validation or simple notification is required.
• Confirm that any PF‑specific maintenance‑window and compliance requirements are satisfied for these transverse changes.
• Analyse entity KPIs (success rate, change‑related incidents, window compliance, processing time).
• Identify recurring gaps (window overruns, missing documentation, unanticipated transverse impacts) and propose process, automation or training improvements.
• Participate in ITIL process reviews and transformation initiatives (DevOps, SRE, deployment automation).
• Guide project managers, application owners and infrastructure teams on maintenance‑window and compliance expectations.
• Maintain regulatory awareness and disseminate best‑practice change‑management guidance.
Contributing Responsibilities
Ø Contribute to the knowledge transfer with Paris APS teams.
Ø Contribute to the definition of procedures and processes necessary for the team.
Ø Contribute to the regular activity reporting and KPI calculation.
Ø Contribute to continuous improvement actions.
Ø Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope.
Ø By ensuring that changes are introduced in a controlled, predictable and business‑aligned manner—without creating or planning the changes themselves—the Change Manager / CAB Manager strengthens operational resilience:
Ø Reduces incidents caused by out‑of‑window or non‑compliant deployments, thereby improving critical‑service availability and user satisfaction.
Ø Provides auditable evidence of decision‑making and compliance, satisfying internal and external audit requirements (IG, SOX, etc.).
Ø Optimizes technical resource utilization by preventing work performed outside authorized windows or unnecessary risky changes, leading to better cost and schedule predictability.
Ø Encourages cross‑functional collaboration between technical teams, business stakeholders and risk functions, turning the CAB into a strategic decision‑making forum rather than a mere procedural step.
Ø Feeds continuous‑improvement cycles by capturing lessons learned—including those from transverse/group changes—and enriching knowledge bases and deployment‑pipeline automations.
Ø Technical & Behavioral Competencies
Ø Incident Management: Proficient in ServiceNow (SNOW) for end-to-end ticket handling, including workflow automation, real-time updates, and custom reporting to track resolution metrics and SLAs.
Ø Monitoring & Observability: Hands-on experience with Dynatrace to design and interpret dashboards, configure proactive alerts, and perform deep-dive trace analysis for rapid incident diagnosis.
Ø Collaboration: Fluent in Microsoft Teams/Slack for crisis communication, Outlook for stakeholder updates, and Confluence/SharePoint to centralize documentation and post-incident reviews.
Ø Reporting & Analytics: Ability to leverage PowerBI/Tableau (optional but advantageous) to visualize incident trends, identify recurring patterns, and drive data-backed improvements.
Ø Documentation: Skilled in Jira for root-cause analysis (RCA) tracking and Confluence to maintain an up-to-date knowledge base for teams and future reference.
Ø Good Team Player
Technical & Behavioral Competencies
Specific Qualifications: NA
Skills Referential (Required knowledge, skills and abilities)
Technical Skills:
Ø Incident Management: Proficient in ServiceNow (SNOW) for end-to-end ticket handling, including workflow automation, real-time updates, and custom reporting to track resolution metrics and SLAs.
Ø Monitoring & Observability: Hands-on experience with Dynatrace to design and interpret dashboards, configure proactive alerts, and perform deep-dive trace analysis for rapid incident diagnosis.
Ø Collaboration: Fluent in Microsoft Teams/Slack for crisis communication, Outlook for stakeholder updates, and Confluence/SharePoint to centralize documentation and post-incident reviews.
Ø Reporting & Analytics: Ability to leverage PowerBI/Tableau (optional but advantageous) to visualize incident trends, identify recurring patterns, and drive data-backed improvements.
Ø Documentation: Skilled in Jira for root-cause analysis (RCA) tracking and Confluence to maintain an up-to-date knowledge base for teams and future reference.
Behavioral Skills:
· Excellent Communications
· Ability to collaborate / Teamwork
· Ability to understand, explain & support change
· Attention to detail / rigor
Education Level: Graduate & Above
Location: Mumbai (MH)
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 specialized 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, corporate 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.
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.
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. 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.
