IT Service Desk Incident Coordinator

GROUP BNP PARIBAS

BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.

SPAIN IT PRODUCTION
Spain IT Production organization consists of CIB ITO & ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. IT Production organisation includes Infrastructure services, Telecom & Workspace, Production Security and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO and IT Continuity). In Spain, IT Production relies on a Platform with over 500 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.

ABOUT THE JOB
CONTEXT AND ROLE SUMMARY
The Telecom & Workspace Domain is part of the Corporate and Institutional Banking Information Technology & Operations (CIB ITO) of BNP Paribas. Within this domain, the IT 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.
Related with the incident lifecycle, the IT Service Desk Incident Coordinator has two main streams, a process based one and an operational one. This is maintaining and ensuring proper practices are applied and correctly followed for incident process while turn raw data gathered from IT Service Management system/s into information on which informed management decisions can be based, to help improving the process. Also focuses in providing and maintaining the tools, processes, skills, and rules that IT staff need to handle incidents efficiently. Reviewing and auditing the process to ensure it is being followed properly by teams, this is to achieve the process target.
KEY RESPONSIBILITIES
Managing and coordinating the work and workloads of the Incident Management related teams, in IT Service Desk, and helping other areas in coordination. Operational tasks are performed in a manner to providing support and coordinating actions to achieve the incident resolution. Managing timely communications for the incident status to technicals and stakeholders.
Coordinates the activity for the efficiency and effectiveness of the incident management process
Producing information for IT Service Desk management based on KPI (reports)
Helping in maintaining incident management system aligned
Ensures all IT Service Desk personnel follow the incident management process in the proper way including the guidance of trainings where needed
Review and audit the process to ensure it is achieving the objective and that proper practices are followed
Owns the incident within the area of responsibility, being the accountable for it
Coordinate the resolutions of live incidents with other support areas and levels
Manages timely communications for the open incidents
Maintain constant information about status of incident process to support operations
MAIN ACTIVITIES
Owner of the incidents within the IT Service Desk
Makes sure the incident management process is followed properly
Requests IT Service Desk personnel for effectiveness of the process
Has proper incident management process knowledge and skills
Create and maintains reports having as source the SKMS raw data, to ensure efficiency of the process
Assists the IT Service Desk Manager in providing accurate information of resolutions and/or management reports
Carrying out regular reports and audits of random incident resolutions to ensure proper steps are followed and the quality of information to maintain the process efficient
Helping in assessing the complexity of issues and escalating to the proper IT Service Desk team or Manager as necessary
Communicating quickly and effectively with all users or stakeholders when issues arise through to resolution
Manages the workload of queues to ensure proper priorities are followed accordingly considering also factors such as VIP tags
Determines the proper stakeholders of incidents in the communication loops either technical and managerial and keeps the information loop
Maintains current information about ongoing situations and potential impacting issues in the IT Service Desk informational systems
Contributes to the process improvements providing data driven reports (Service now and Power BI)
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.
PROFESSIONAL SKILLS, ABILITIES AND EXPERIENCE
5 to 10 years’ experience working in IT infrastructure (ideally in Corporate Banking environments)
Above average incident comprehension
Customer-focused with a commitment to delivering a superior end-user experience
Fluid in framework adoption, participation and collaboration.
Good knowledge in process related practices.
Experience with ITIL-based service management and support tools (Service Now)
Excellent communications skills
Well organized and self-oriented to efficiency
Good interaction capabilities and assertiveness
Time management and activities coordination
Good in both technical and business scenario understanding and knowledge
LANGUAGES AND QUALIFICATIONS
Required
Bachelor of Science degree in IT or Computer Science
Fluent English spoken and written (C1)
Knowledge and experience with ServiceNow
Power BI
Power Automate
Powershell
Python
Desirable:
French
ITIL Foundation certification
OTHERS
On Site Services: From 8:00 to 18:00 schedule to cover in weekly shifts of 7,5 working hours/day
On Call Services: No
BENEFITS
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 employee 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%).
32 vacation days.

DIVERSITY AND INCLUSION COMMITMENT
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.