What is this position about?
The role of the Application Production Support sits within the Service Delivery Team which is part of the overall IT & Change division of BNP Paribas Securities Services (BP2S). The Application Production Support is responsible for:
- Contribute to the promotion of best practice in terms of use of Datawarehouse, HIPORTFOLIO and pControl.
Primary Role Responsibilities
- First/second level of support
- Act as an entry point for all functional queries relating to Hiportfolio and pControl, including queries from clients, troubleshooting and root cause analysis.
- Contribute to the promotion of best practice in terms of use of Hiportfolio and pControl.
- Responsible for static data maintenance requests and controlling procedures to ensure static data requests are unambiguous and accurate.
- Handle first level support with information, updates and advice on the functional aspects of Hiportfolio and pControl
- Assist with transition projects (client on-boarding) in providing support on set-up (account management and training).
- Contribute to the creation and maintenance of standard training material.
- Actively contribute to product development and improvement, represent the customer voice:
- Liaise with IT Change Management for change request analysis, testing and implementation services.
- Facilitate solution design via product knowledge or vendor consultancy.
- Participate in the vendor support monthly calls, where applicable
Other contributions
Other responsibilities that Organization may request periodically:
- Monthly Management Reporting: Preparation and Presentation of Application Service Reviews
- Application
- Performance & Capacity management & Reporting
- Minor Enhancement & Process/Service Improvement
- Flexibility: May require working on Weekends, On-call to handle Major Incidents & Coordinate for the Change implementation.
What is required for you to succeed?
The sum of every kind of knowledge, skill and experience that is required for fully competent job performance. The minimum requirements for the job. Types of information can include:
- Degree qualified in IT, Business, or related discipline; and / or relevant work experience in a similar role.
- Experience in custody or back-office administration for the funds management industry.
- Sound Knowledge & Experience on Hiporfolio & pControl v4 & v6
- IT Service management tools - ServiceNow, Remedy, Confluence and JIRA
- ITIL Processes, Agile and Kanban Licenses/Certification required or in progress to perform the job.
- 7+ Years of Experience in Functional Application Support Role
- Efficient on ITSM, Understanding of Organization Procedures
- Working with Support Analysts and providing guidance in their tasks to ensure team adhere to the processes and meet SLAs & KPIs.
Desired knowledge, skill, experience
- Experience with Performance & Capacity Uplift of Tools
- Problem-solving & Critical thinking
- Results focused: understands the strategic objectives of the business overall and of the client facing teams. Works with or delegates to ensure their achievement with a quality focus.
- Time management: prioritizes the tasks to ensure all project deliverables are completed in a timely manner. Able to manage workflow effectively to achieve individual team goals.
- Team delivery: contribute and participate in the team proactively. Delivers against strategy. Assist IMS and CSM teams to meet deliverables where necessary.
- Technical knowledge: being able to pick up new tasks, processes and knowledge quickly when completing analysis.
- Maturity and judgment learns from experience, assess issues using relevant information and applies intuition where necessary.
- Communication: Expresses ideas effectively and clearly in both verbal and written, in a professional and appropriate way. Seek clarification when not clear. For example, while during training, explain the procedures and processes clearly to clients.
- Attention to detail: When testing or rolling out a new process or system - able to identify bugs, flaws, or showstopper issues. Ensure correctness and quality of work.
- Accountable: take personal responsibility for all the projects assigned, deliver quality service against personal and teamwork, also seeking way of improvement.
- Initiative: Tries to find new ways to improve current work, bring fresh ideas to problems and always open to suggestions
About BNP PARIBAS
As the leading European Union bank, and one of the world's largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, g