It Application Support Analyst

GROUP BNP PARIBASBNP 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 PlatformThe Spain 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 Datacenters, Application Production, Security, Architecture as well as elements of the Global Services organisation.ABOUT THE JOBMISSION· Business Area/Dept Overviewo The current application production support based in Frankfurt for Global Banking Germany application support and maintain over 10 applications for a wide variety of internal clients for BNP Paribas CIB (Corporate & Institutional Banking), utilising various technologies. The team also assist end users and provide a good quality of service, security, monitoring and reporting through both on Technical and Functional support.o Members of the team works with a wide variety of core technologies and third-party systems and are located in Frankfurt. Members of the team bring expertise in some technologies/applications, are expected to pick up skills in many others, through mentoring, internal and external training and to propose improvements.· Purpose & Scope of roleo A support analyst IT role is to provide Production Support (incident, request & change management) technical and functional for all the CIB Global Banking Germany applications including Germany payments systems. The role is also to ensure a high quality level of services for all these applications and their users. It includes involvement in continuity/BCP, obsolescence management, asset management, monitoring, support to projects.o In line with the overall BNP Paribas sourcing strategy, this role will be located in Spain as part of a Madrid based team. It reports hierarchically to a Global Production Support team manager, with a local team lead.o The role support users mainly in Germany and works very closely with Development (ADM), Business Analysts, and other Production Support (APS) and infrastructure teams in Frankfurt, Paris, Madrid, Brussels, Mumbai & Bangalore.o The successful candidate is expected to be comfortable operating in English and interacting with other teams in other locations.RESPONSIBILITIESApplication Production Support- Provide technical and functional support to users on internal or 3rd party Germany applications (Geva, Polybank Scheck, Multicash, OCC (One Click CMTO), Tristan Ebics Host, Abgabenordnung, GEVA CIB, SWAIN, Atlas II, Multicash CIB, ZAST)- Manage technical and functional incidents and problems- Testing and cross checks- Interact with IT Production & ICP Support Teams- Incidents/Requests/Changes/Problems Management.Knowledge Transfer:- Build and update knowledge database for incidents, processes, …- Build expertise in other applications & technologies supported by the team and increase SME scope.- Train/mentor other members of the team for support activities- Suggest & implement continuous improvements- Organise regular incident review meetings with APS peers (when SPOC of an area) and discuss areas for improvements (detection, communication, risk of occurrence, documentation…)- Adapt and learn to new application or new application functionality- Improve team autonomy on incident resolutionAutomation:- Automate processes for common tasks and reporting- Suggest & implement continuous improvements for monitoringCommunication:- Collaborative and clear communication within the team and with other IT teams and stakeholders- Regular feedback to management- Escalate to management when relevantContinuity Management:- Preparation and validation of DR scenarios- DR testing arrangements and reporting- Perform IT components DR tests during BCP testing- BCP tests reporting, action plan and monitoringCapacity Management:- Participate in discussion around capacity management for all our applications with APS or with ADM teams pre/post go-live- Raise any concerns related to capacity management while investigating an incident- Suggest improvements in retention policy and discuss with relevant personsAsset & Obsolescence Management:- Maintenance of the inventory of applications (Application's cartography)- End-to-End management of the flow mapping (CFT management, inter-application links, ….)- Recordkeeping of application repositories update- Management of application licenses- Risk analysis of the obsolescence managementSupport to Development Project Team:- Provide Technical support to IT teams on all products (systems, middleware, database) during projects- Provide support during projects UAT- Operating requirements in coordination with Development teams- Acceptance of Development teams deliveries- Definition and validation of support models & arrangements- Review and validation of documentation delivered by project teams + update of the production documentCoordination- Follow up and contribute to application migrations and upgrades for functional enhancements ?in case of Central Apps: in close collaboration with central/regional IT Hubs?- Coordinate testing with local business correspondents and central IT teams (e.g. Atlas)- Respond to functional incidents and request functional Business line enhancement- Supply high-quality user support for the Business lines- Suggest optimizations and efficiency gains- Where required, propose and carry out initiatives to simplify applications and to automate tasks In connection with their scope of applications, producing reporting documents- Validation and creation of change requests from local development team requests to Technical Application SupportPlanning, Implementation and Documentation of Production Workflows- Implementation, maintenance, documentation and troubleshooting of workflows to automatize processes.- Implementation of workflows in Autosys- Implementation of CFT and FTaaS flows and post processes- Monitoring of workflows- Collaboration with central teamsREQUIREMENTS* Experience on production support activities (between 2 and 5 years)Excellent command of English - Written and verbal and communication skillsAdaptability and desire to learn new products and technologies.Adept at working within a team spread over multiple geographical locations with diverse cultural backgroundProficient analytical and troubleshooting abilitiesTaking ownership and resolution focusedAbility to build relationships across internal and external teamsAbility to manage high pressure situation , analyse , prioritise and multi-taskReactivity & Ability to understand problems and situations and to draw out logical conclusions.Proficient Communication, Rigour, Method, Autonomy, Patience.FlexibilityProficient knowledge of incident , problem and change management skills (ITIL concepts)Analytical and interpersonal skills.Ability to write quality documentationConsider the implications of actions on colleagues, partners and clients before making decisions, and escalate issues to the manager when unsureLanguagesFluent English Level