IT Application Support Analyst

**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 PLATFORM**:
The 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 JOB**:
MISSION
- Business Area/Dept Overview-
- Purpose & Scope of role- 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.-
RESPONSIBILITIES

**Application Production Support**
- 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,...
- 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...)
- Improve team autonomy on incident resolution

**Automation**:

- Automate processes for common tasks and reporting
- Suggest & implement continuous improvements for monitoring

**Communication**:

- Collaborative and clear communication within the team and with other IT teams and stakeholders
- Regular feedback to management
- Escalate to management when relevant

**Continuity 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 monitoring

**Capacity Management**:

- Raise any concerns related to capacity management while investigating an incident
- Suggest improvements in retention policy and discuss with relevant persons

**Asset & Obsolescence Management**:

- Risk analysis of the obsolescence management

**Support 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 document

**Coordination**
- 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
- Validation and creation of change requests from local development team requests to Technical Application Support

**Planning, 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 teams

**REQUIREMENTS**:

- Experience- Experience on production support activities (between 2 and 5 years)- Excellent command of English - Written and verbal and communication skills- Adaptability and desire to learn new products and technologies.- Adept at working within a team spread over multiple geographical locations with diverse cultural background- Proficient analytical and troubleshooting abilities- Taking ownership and resolution focused- Ability to build relationships across internal and external teams- Ability to manage high pressure situation, analyse, prioritise and multi-task- Reactivity & Ability to understand problems and situations and to draw out logical conclusions.- Proficient Communication, Rigour, Method, Autonomy, Patience.- Flexibility- Proficient knowledge of incident, problem and change management skills (ITIL concepts)- Analytical and interpersonal skills.- Ability to write quality documentation- Consider the implications of actions on colleagues, partners and clients before making decisions, and escalate issues to the ma