Associate

About the Role

The Incidents & Problems Coordinator role is within the CIB Banking IT CTO Office. The service is divided by portfolios that respectively recover their specific activities, with ITIL topics being a focus for this role. The CTO Office service reports to the CTO of CIB Banking IT and interacts with Application Production Support (APS) worldwide teams, control towers, and other IT teams. The role reports hierarchically to the Head ISPL CTO Office and for Banking APS, and functionally to the Global ITIL Lead.

Key Responsibilities

• Daily monitoring of incidents & problems, with IT Production teams (Run, BAU).
• Regular reviews with APS teams for process compliance & data quality.
• Reporting on KPIs for Steering Committees.
• Animation of trainings to end users for ITIL good practices, in compliance with BNPP Group Standards.
• Proposition of improvements.
• Maintenance of documentations.

Requirements & Tech Stack

• MS Office (Excel, PowerPoint, Word, Teams...)
• ServiceNow (at least Incident & Problems Management)
• SharePoint
• SQL Queries
• JIRA

Qualifications

• Bachelor’s degree or equivalent.
• Prior experience in a similar domain.
• Advanced Excel.
• PowerBI.
• Excellent Communication and Analytical Skills.
• Team Player.