ServiceNow - Support Analyst

About BNP Paribas India Solutions
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union's leading bank 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 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group
BNP Paribas is the European Union's leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group's commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Business Line/Function
ITG is a group function established recently in ISPL with presence in Mumbai, Chennai and Bengaluru. We collaborate with various business lines of the group to provide IT Services.

Job Title
ServiceNow - Support Analyst

Date
06-June-2025

Department
ITG

Location:

Mumbai / Chennai

Business Line / Function
ITGP ServiceNow

Reports To
(Direct)

ISPL ITGP ServiceNow Manager

Grade
(if applicable)

(Functional)

Number Of Direct Reports
None

Directorship / Registration
NA

Position Purpose

The ServiceNow Administrator will be responsible for core system configuration, administrating IT service management tool, ServiceNow. In addition, responsibilities will include coordinating, managing and performing technical activities for ServiceNow modules and applications, configuration and implementation, and assisting with production support and maintenance activities as needed..

Responsibilities
Direct Responsibilities

• Ably support an expanding and maturing ServiceNow environment.
• Working knowledge of Incident, Problem, Service Request, Change, Knowledge, Service Portal and CMDB
• Adheres to existing platform governance process for support and maintenance.
• Day to day support and maintenance of the ServiceNow platform.
• Build requested items and task using workflows/flow designer to manage process.
• Resolve ITSM Production support issues in ServiceNow.
• Create and configure Business Rules, UI Polices, UI Actions, Client Scripts and ACL's
• Create and configure Notifications, UI Pages, UI Macros, Script Includes and Formatters
• Create reports and dashboards as needed.

Contributing Responsibilities

• Training, Mentoring and Coaching user community on the Use of ServiceNow.
• Monitor Health, usage and overall compliance of ServiceNow and its applications

Technical & Behavioral Competencies

• Strong understanding of the ITIL framework & ITSM best practices
• Experience with JavaScript, XML, HTML, Single Sign-On technologies.
• Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.
• Strong problem solving, decision-making, and analytical abilities.
• Ability to analyze technical requirements and translate them into actionable deliverables

Specific Qualifications (if Required)

• Bachelor degree or equivalent working experience in computer-related field or equivalent work experience
• 2-4 years of experience configuring and Administering ServiceNow (latest platform version (DEV, TEST, PROD)
• Certified ServiceNow Administrator.
• ITIL v3/v4 Foundation Certification preferred.

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

Ability to collaborate / Teamwork

Communication skills - oral & written

Ability to deliver / Results driven

Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to develop and adapt a process

Ability to understand, explain and support change

Ability To Develop Others & Improve Their Skills
Choose an item.

Education Level
Bachelor Degree or equivalent

Experience Level

At least 2 years