Job Description

About BNP Paribas Group:

BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporates and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe 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 6000 employees, to provide support and develop best-in-class solutions.

About Businessline/Function :

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

ITGP Digital Working

ITGP Digital Working is responsible to provide IT Services to our clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Infrastructures (Active Directory, Messaging, Instant Messaging, Desktop ...) as well as elements of the Global Services organization.

Job Title:

Support Analyst \xe2\x80\x93 ServiceNow Administrator

Date:

13th Dec 2023

Department:

ITG

Location: Chennai

Business Line / Function:

Digital Working

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

None

Directorship / Registration:

NA

Position Purpose

Create, maintain and support Catalogs and catalog items on ServiceNow framework. Must have experience on ServiceNow ITSM area.

The Group catalog for the end-users offers requires the activity of a request developer to maintain and develop these offers as defined by the Catalog Manager and according to the BNP Paribas rules and regulations.

In an Agile context, candidate will join as a ServiceNow Catalog Administrator; a team composed of a Catalog Manager and a Tech lead by intervening on the evolution of the Group\'s offers but also the interfaces, the technical-functional configuration of the Request platform.

The candidate will be required to carry out the following responsibilities:

Responsibilities

Direct Responsibilities

• Create, maintain, and support the ServiceNow Catalogs in an expanding and maturing ServiceNow environment.

\xc2\xb7 Analyse customer case for correct qualification and logging through all established channels.

\xc2\xb7 Collaborate with Catalog Manager/Tech Lead; provide estimates of effort and time, identify risks and dependencies.

\xc2\xb7 Participates in the phases of collection, feasibility analysis and design, to understand the customer needs.

\xc2\xb7 Analyzes the User Requirements, challenges the proposed needs, and propose solutions that aim at the standard use of the product, and the implementation of \xe2\x80\x98best practices.

• Deliver requested services to end-users individually or as part of deployment/transformation projects.

\xc2\xb7 Remediate incidents post-delivery through all established channels

\xc2\xb7 Monitor, identify and propose continual improvement of procedures, technical instructions, tools and reports within the managed perimeter solutions to optimize, fine-tune and simplify the Request module.

\xc2\xb7 Expertise in development \xe2\x80\x93 to Add new entities/features. New development

\xc2\xb7 Expert in proposing recommendation.

Contributing Responsibilities

• Training, Mentoring and Coaching user community on the Use of ServiceNow Catalogs / Catalog items.

\xc2\xb7 Manage and participate in the test and deployment phases.

Technical & Behavioral Competencies

• Working knowledge of Incident, Problem, Service Request, Change, Knowledge, Service Portal, and CMDB.
• Experience with JavaScript, XML, HTML, Flow Designer, AJAX.
• Ability to configure Service Portal, tables, forms, lists, catalogs, workflows, roles, properties, business rules, catalog client scripts, UI policies, ACLs, dashboards, and reports.
• Strong problem solving, and analytical abilities.
• Strong written and verbal communication skills in English.

Specific Qualifications (if required)

• Bachelor degree or equivalent working experience in computer-related field or equivalent work experience.
• 2-4 years of experience as a ServiceNow Administrator (latest platform version).
• Certified ServiceNow Administrator certification mandatory.
• Good to have ServiceNow Certified Implementation Specialist certificate (CIS-ITSM).
• ITIL V3/V4 Foundation Certification preferred.

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Attention to detail / rigor

Ability to collaborate / Teamwork

Creativity & Innovation / Problem solving

Communication skills - oral & written

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 develop and adapt a process

Choose an item.

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 2 years

Other/Specific Qualifications (if required)

Qualifications

NA

BNP Paribas