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Support Analyst - #Services

Apply REF: WEA000744


Job Description - APAC



Note to Hiring Manager:


In support of BNP Paribas APAC's Diversity Commitment, Hiring Managers are to consider at least 1 Asia Pacific national, 1 male and 1 female candidate for the position to be filled.



About BNP Paribas Group:

Worldwide, BNP Paribas has a presence in 74 countries with more than 190,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 15,000 employees* and a presence in 14 markets, it provides clients with product and service solutions tailored to their specific needs, and continues to develop its franchise in the region.



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 :

 WMIS Hub Operations Division is in-charge of the maintenance and support of WM Back-office applications, primarily Olympic, which is the Core banking/accounting system of BNP Paribas Wealth Management. Olympic is an integrated banking system with a real-time accounting module and several transactional modules: General Ledger, Securities, Foreign Exchange, Treasury, Money Transfers, Credit Retail, and Corporate Action.

























Job Title:

#Service L2 - Expert

Date:

September 2019

Department:

WMIS #Service

Location:

Chennai

Business Line / Function:

Wealth Management

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA

 

Position Purpose

Provide L2 support for back office applications, handling business service requests, queries, and issues from End Users across sites (Singapore / Hong Kong / Taiwan). 

Responsibilities

Direct Responsibilities

-       Provide issue and service request management and resolution for back office applications ensuring issues are resolved and communicated to pertinent parties in a timely fashion

-       Investigate issues to help determine root cause and impact to business.

-       Evaluates, recommends and implements proper course of action for issues reported.

-       When issue required L3 support, document the analysis findings for escalation to L3 support. This includes data analysis, source code analysis, business process analysis and other contributing factors such as user habit, etc.

-       Ensure issues are resolved and communicated to pertinent parties in a timely fashion.

-       Ensure that unresolved tickets are escalated to appropriate individuals based on established guidelines and procedures.

-       Collaborate with project teams and production teams to ensure smooth production deployment.

-       Assist End Users in conducting UAT tests.

-       Acquire and maintain current knowledge of relevant supported applications. Such as collaborating with team members to share knowledge regarding recurring problems and corrective measures.

-       Providing a high level of customer services and maintains customer’s trust and confidence by creating positive customer relationships, and successfully contributing to business goals and objectives.

 

 

Contributing Responsibilities

-       Incident reporting and management

-       Service Request reporting and management

-       Document review or training for applications or projects releases Support handover

Technical & Behavioral Competencies

-       Strong functional experience in supporting back office applications (example: Olympic, Midas)

-       Strong functional product knowledge on Securities, Foreign Exchange, Money Market, Funds Transfer, and Credit.

-       Hands-on experience on SQL queries and good understanding of AS400 jobs and logs

-       Willing to continually update and enhance your skills in systems and processes through your own efforts and internal trainings

-       Good analytical and problem-solving skills along with a customer/user-centric mindset

-       Excellent verbal and written communication skills and ability to interact professionally with a diverse group of users, Domain managers, IT teams, and SMEs

-       High level of persistence, can-do attitude, pro-activeness, maturity, and accountability

Specific Qualifications (if required)

-       Substantial experience in supporting back office applications running on AS400

        

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to deliver / Results driven

Client focused

Creativity & Innovation / Problem solving

Ability to collaborate / Teamwork

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to develop others & improve their skills

Ability to inspire others & generate people's commitment

Ability to manage / facilitate a meeting, seminar, committee, training…

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)

-       Development experience in RPGLE and Cobol/400 is a strong plus

-       Good ITIL knowledge is a plus

-       Experience of business support in a Wealth Management organization is a plus





Job Description - APAC



Note to Hiring Manager:


In support of BNP Paribas APAC's Diversity Commitment, Hiring Managers are to consider at least 1 Asia Pacific national, 1 male and 1 female candidate for the position to be filled.



About BNP Paribas Group:

Worldwide, BNP Paribas has a presence in 74 countries with more than 190,000 employees. It has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 15,000 employees* and a presence in 14 markets, it provides clients with product and service solutions tailored to their specific needs, and continues to develop its franchise in the region.



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 :

WMIS Hub Operations Division is in-charge of the maintenance and support of WM Back-office applications, primarily Olympic, which is the Core banking/accounting system of BNP Paribas Wealth Management. Olympic is an integrated banking system with a real-time accounting module and several transactional modules: General Ledger, Securities, Foreign Exchange, Treasury, Money Transfers, Credit Retail, and Corporate Action.

























Job Title:

#Service L2 - Expert

Date:

September 2019

Department:

WMIS #Service

Location:

Chennai

Business Line / Function:

Wealth Management

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

Directorship / Registration:

NA

 

Position Purpose

Provide L2 support for back office applications, handling business service requests, queries, and issues from End Users across sites (Singapore / Hong Kong / Taiwan). 

Responsibilities

Direct Responsibilities

-       Provide issue and service request management and resolution for back office applications ensuring issues are resolved and communicated to pertinent parties in a timely fashion

-       Investigate issues to help determine root cause and impact to business.

-       Evaluates, recommends and implements proper course of action for issues reported.

-       When issue required L3 support, document the analysis findings for escalation to L3 support. This includes data analysis, source code analysis, business process analysis and other contributing factors such as user habit, etc.

-       Ensure issues are resolved and communicated to pertinent parties in a timely fashion.

-       Ensure that unresolved tickets are escalated to appropriate individuals based on established guidelines and procedures.

-       Collaborate with project teams and production teams to ensure smooth production deployment.

-       Assist End Users in conducting UAT tests.

-       Acquire and maintain current knowledge of relevant supported applications. Such as collaborating with team members to share knowledge regarding recurring problems and corrective measures.

-       Providing a high level of customer services and maintains customer’s trust and confidence by creating positive customer relationships, and successfully contributing to business goals and objectives.

 

 

Contributing Responsibilities

-       Incident reporting and management

-       Service Request reporting and management

-       Document review or training for applications or projects releases Support handover

Technical & Behavioral Competencies

-       Strong functional experience in supporting back office applications (example: Olympic, Midas)

-       Strong functional product knowledge on Securities, Foreign Exchange, Money Market, Funds Transfer, and Credit.

-       Hands-on experience on SQL queries and good understanding of AS400 jobs and logs

-       Willing to continually update and enhance your skills in systems and processes through your own efforts and internal trainings

-       Good analytical and problem-solving skills along with a customer/user-centric mindset

-       Excellent verbal and written communication skills and ability to interact professionally with a diverse group of users, Domain managers, IT teams, and SMEs

-       High level of persistence, can-do attitude, pro-activeness, maturity, and accountability

Specific Qualifications (if required)

-       Substantial experience in supporting back office applications running on AS400

        

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to deliver / Results driven

Client focused

Creativity & Innovation / Problem solving

Ability to collaborate / Teamwork

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to develop others & improve their skills

Ability to inspire others & generate people's commitment

Ability to manage / facilitate a meeting, seminar, committee, training…

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)

-       Development experience in RPGLE and Cobol/400 is a strong plus

-       Good ITIL knowledge is a plus

-       Experience of business support in a Wealth Management organization is a plus



Primary Location: IN-TN-ChennaiJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 5 yearsSchedule: Full-time Behavioural competency: Critical thinking, Creativity & Innovation / Problem solving, Ability to synthetize / simplifyTransversal competency: Ability to understand, explain and support change, Ability to manage / facilitate a meeting, seminar, committee, training…, Ability to set up relevant performance indicators, Ability to develop and leverage networks