Second Service Support Officer BNP Paribas IT Hub

Employment contract:

Standard / Permanent


Madrid, Community of Madrid, Spain





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 in excess of 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 Customer Services 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 officer 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.




Related with the incident lifecycle, the second service support officer focuses on investigating incident not documented and on contributing to new service deployment. His objectives are, to found as quick as possible a satisfying solution for the user and, at the same time, to structure the knowledge on any services consumed by users for the first level of support to be autonomous for next cases.


The main accountabilities are:


  • Manage incidents not resolved by Service Contract agents
  • Problem management support: Analyse, troubleshoot, research, test
  • Maintain Knowledge database up to date
  • Collaborate on Service transformation activities
  • Gain, maintain, and enhance user engagements and satisfaction with the service support
  • Main activities
  • Coordinate the resolutions of live incidents with other support areas and levels if needed
  • Follow practices and policies and ensures users are in line with those
  • Create problem when needed after performing the technical study on impacted services identified by Incident Coordinator
  • Check customer case for correct qualification and logging through all established channels
  • Attend to all management escalations
  • Collaborate and attend to Incident Coordination requirements
  • Detect, declare and follow up of Problems with the objective of support the correction of the root cause and collaborate on identifying workarounds
  • Knowledge officer: creating, updating, and validating articles
  • Contact point for Demand Implementation Process to coordinate Services deployment and to collaborate on the creation of relevant service documents (Diagrams, service documents, etc..) 
  • 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





  • Bachelor of Science degree in IT
  • Good knowledge in process related practices.
  • High English spoken and written fluent (C1+)
  • Knowledge and experience with ServiceNow
  • ITIL Foundation certificate



  • 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
  • Customer service-oriented skills
  • Experience in structuring knowledge for service documentation
  • Experience working in a multi-cultural atmosphere and ability to work successfully as part of a multidisciplinary team
  • Strong ability to work flexibly – managing changing, competing priorities, and absorbing new information rapidly to address complex issues




  • 5 to 10 years’ experience working in IT infrastructure environments
  • Proactivity
  •  Ability to manage a project
  •  Communication skills



  • Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
  • Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several mployee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
  • Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
  • Flexible compensation plan
  • Hybrid telecommuting model (50%)
  • 31 vacation days



BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.