Application Support For PWISE

About BNP Paribas Group
BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centered on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporate and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

About BNP Paribas India Solutions
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 6000 employees, to provide support and develop best-in-class solutions.

About Businessline/Function
CIB INDUS - ISPL COE Invoice Processing & P2P:

Strong presence across the globe with a proven track record of delivering quality service, within the expected Turn Around Time (TAT) and with ability to challenge Status Quo and share Best Practices. Core activities includes validating Vendor invoices, Accrual Management, Procurement support, Project support & Application support..

Job Title
Sr. Associate

Date
Department:

CIB INDUS - ISPL COE Invoice Processing & P2P

Location:

ISPL Mumbai / Chennai

Business Line / Function
CIB - ITO

Reports To
(Direct)

Grade
(if applicable)

Support Analyst

(Functional)

Team Lead / Manager

Number Of Direct Reports
None

Directorship / Registration
NA

Position Purpose

The Level 1 Application Support team serves as the
first point of contact
for users experiencing issues with business applications. This team is responsible for logging incidents, performing initial troubleshooting, and ensuring timely resolution or escalation to higher support tiers. responsible for managing, maintaining, and uploading approval matrices into enterprise systems. This role ensures that decision-making hierarchies are accurately reflected in digital workflows, enabling seamless routing of approvals across departments.

Key Responsibilities

• User Interaction: Respond to support requests via phone, email, or ticketing systems.
• Incident Logging: Accurately record issues in the incident management system, assigning appropriate priority levels.

• Basic Troubleshooting:

• Password resets

• Login/access issues
• Configuration errors

• Minor performance issues

• Monitoring: Use tools to monitor application health and performance; report anomalies.

• Escalation: Route unresolved or complex issues to Level 2 or Level 3 support teams.
• Documentation: Maintain records of issues, resolutions, and known errors for future reference.
• Customer Service: Ensure a positive user experience through clear communication and timely updates.
• Matrix Management: Create, update, and validate approval matrices based on organizational policies and stakeholder input.
• System Uploads: Upload matrices into workflow automation platforms (e.g., SAP, Oracle, ServiceNow, or custom ERP systems).
• Stakeholder Coordination: Collaborate with department heads, finance, procurement, and HR to gather approval rules and maintain alignment.
• Testing & Validation: Conduct test runs to verify matrix functionality and troubleshoot upload issues.

Required Skills

• Excellent problem-solving and communication skills.
• Familiarity with diagnostic tools, log analysis, and debugging techniques.
• Ability to work under pressure and manage multiple support requests.
• Experience with ticketing systems and support documentation tools.
• Ready to learn new applications and functional domain.

Qualifications

• Diploma or bachelor's degree in IT, Computer Science, or related field

Strong keys

• Reactivity & Ability to understand requirements, problems and situations and to draw out logical conclusions.
• Effective Communication, Rigor, Method, Autonomy, Patience.

Specific Qualifications (if Required)

• Years Of Exp: 3–6 years of experience in technical support or helpdesk roles
• Any graduate/ Post-Graduate.

Language

• English mandatory

Skills Referential
Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills - oral & written

Client focused

Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

Ability to develop and adapt a process

Ability to understand, explain and support change

Ability to set up relevant performance indicators

Analytical Ability

Ability to manage a project

Education Level
Bachelor Degree or equivalent

Experience Level

At least 3 years