Digital Working – Service Support Coordinator (MITP)

The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organisation is an international financial services group, with more than 202,000 employees with solid roots in Europe, a significant and growing presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.

The BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).

MADRID IT Platform

The CIB IT Platform for EMEA 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 Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

The “Digital Working” Domain is part of the Corporate and Institutional Banking Information Technology & Operations (CIB ITO) of BNP Paribas. Within this domain, the Client Service Desk is responsible for delivering best class end user support of Company employees. Constantly adapting and evolving to be on the edge of the industry leading practices and technologies.

Within Client Service Desk Second Service Support Coordinator role resolves incident escalations, being the last escalation point inside the team. He contributes also on the creation and updating of available documentation to provide the support and participate actively to Problem Management process in their scope.

 

Supports the Service Support Manager (2SM) in ensuring service is running smooth and according to definitions in the frame of the support model, making sure area is set properly for service. Liaises with customer representatives and area managers for service continuity support. Helps the Service Support Manager (2SM) for efficiency reporting.

 

Key Accountabilities

 

·         Coordinates operational service activities.  

·         Assists 2SM in operation needs.  

·         Maintain Knowledge database up to date.

·         Ensures all information is captured properly within service systems.

·         support

Main activities

·         Ensuring that BAU service support runs smoothly and effectively.

·         Response within agreed customer SLA

·         Dispatch agents as required ensuring all shifts are properly set for service.

·         Management and liaison of customer related cases with area managers, answering queries and assisting 2SM in claim and general factual reports.

·         Reports immediately to 2SM for any situation that prevents the service to be operated correctly.

·         Responsible for information logging in tickets in the proper and designed way to facilitate later analysis.

·         SPOC between area managers (2SM and others) and customers representatives

·         Ensuring logging of customer contact and case history are performed.

·         Action, acknowledge and respond to all BAU communications for the team.

·         Ensuring a strong focus on customer satisfaction and that SLAs are always met.

·         Assisting in enhancement and improvement of services and processes by canalizing weak points

·         Assisting Management to remain compliant with ESD and Customer regulations.

·         Follow up the team joiner procedure, ensuring new starters are setup ready for their first day.

·         Prioritizing the team’s workload to ensure time sensitive and urgent issues are dealt with prior to those with lower urgency.

·         Administering accurate and comprehensive service support logs

·         Performing analysis reporting to assist the 2SM in monitoring performance.

·         Leading by example as a role model for Company’s values and professional standards.

Corporate Accountability

·         Leading by example as a role model for Company’s values and professional standards.

·         Driving the delivery of business and corporate plans for your own areas of responsibility.

·         Driving continuous improvement within your own areas of responsibility.

·         Taking a proactive approach to risk management, ensuring risks and issues are identified, addressed, and reported and, where appropriate, escalated.

·         Being fully aware of and actively complying with Company and Domain policies and procedures relevant to your own responsibilities and to corporate policies and procedures including equality, sustainability and the environment, health and safety and data protection.

·         Performing any other reasonable duties as directed by line management.

 

·         5 to 10 years’ experience working in IT infrastructure environments.

·         Above average incident and problem process comprehension

·         Excellent technical skills on end user services. Workspace (windows, mac, iPhone, HVD), collaborative tools.

·         Strong problem-solving aptitude

·         Ability to multitask and work in an ever-changing environment with both reactive and proactive responsibilities.

·         Highly organized with first class communication skills

·         Strong Attention to detail

·         IT literate along with knowledge of in-house systems and technologies

·         Good Geographical knowledge of the Europe Region

 

·         Ability to convey effectively complex information within simple, high impact communication, at all levels of the organisation.

·         Analytical skills.

·         Good interaction capabilities and assertiveness

·         Good interpersonal and communication skills.

·         High focus on the customer’s experience

·         Ability to work as a team.

 

 

Essential:

·         Bachelor of Science degree in IT

·         Good knowledge in process related practices

·         High English spoken and written fluent (C1)

·         Experience with ServiceNow

·         ITIL Foundation certificate

 

Desirable:

·         French spoken and written

·         Knowledge and experience with PowerBI

·       On Site Services: From 9:00 to 18:00

·       On Call Services: No