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IT Service Desk Incident Coordinator – BNP Paribas CIB 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 to company employees. Constantly adapting and evolving to stay at the edge of industry‑leading practices and technologies. Related to the incident lifecycle, the IT Service Desk Incident Coordinator has two main streams: a process‑based one and an operational one. The role ensures proper incident‑management practices are applied and followed, transforms raw data from IT Service Management systems into actionable information for management decisions, and helps improve the process. It also focuses on providing and maintaining the tools, processes, skills, and rules that IT staff need to handle incidents efficiently, reviewing and auditing the process to confirm it is being followed correctly by teams, and achieving process targets. Managing and coordinating the work and workloads of the Incident Management related teams in the IT Service Desk, helping other areas in coordination. Operational tasks are performed to support and coordinate actions to achieve incident resolution. Managing timely communications for incident status to technical staff and stakeholders. Key Responsibilities Coordinates the activity for the efficiency and effectiveness of the incident management process Produces information for IT Service Desk management based on KPI (reports) Helps maintain incident management system alignment Ensures all IT Service Desk personnel follow the incident management process correctly, including training guidance where needed Reviews and audits the process to ensure objectives are achieved and proper practices are followed Owns incidents within the area of responsibility and is accountable for them Coordinates resolutions of live incidents with other support areas and levels Manages timely communications for open incidents Maintains constant information on incident process status to support operations MAIN ACTIVITIES Owner of incidents within the IT Service Desk Ensures the incident management process is followed properly Requests IT Service Desk personnel effectiveness of the process Has proper incident management process knowledge and skills Creates and maintains reports from SKMS raw data to ensure process efficiency Assists the IT Service Desk Manager with accurate information on resolutions and/or management reports Performs regular reports and audits of random incident resolutions to ensure quality and process adherence Assesses issue complexity and escalates to the appropriate IT Service Desk team or manager as necessary Communicates quickly and effectively with all users or stakeholders when issues arise through to resolution Manages queue workloads to ensure proper priorities are followed, considering factors such as VIP tags Determines proper stakeholders for incident communication loops, keeping the information loop Maintains current information about ongoing situations and potential impacting issues in the IT Service Desk informational systems Contributes to process improvements with data‑driven reports (ServiceNow and Power BI) CORPORATE ACCOUNTABILITY Leads by example as a role model for company values and professional standards Drives the delivery of business and corporate plans for own areas of responsibility Drives continuous improvement within own areas of responsibility Proactively manages risk, ensuring risks and issues are identified, addressed, reported, and escalated when appropriate Fully aware of and actively complies with company and domain policies and procedures, including equality, sustainability, health and safety, and data protection Performs 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 (ServiceNow) Excellent communication skills Well organized and self‑oriented toward efficiency Good interaction capabilities and assertiveness Time management and activity 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 nationally and internationally Diversity and Inclusion Committee ensuring an inclusive work environment; employee communities (PRIDE, We Generations, MixCity) Corporate volunteering program (1 Million Hours 2 Help) for employees to dedicate time 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. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology #J-18808-Ljbffr
