L1 Support Analyst

Job description

**Job Title:** L1 Support Analyst **Department** : BES So FRESH **About Business line/Function:** F&S **Position Purpose** As a part of F&RS, SoFRESH (Support On F&RS) team provides a worldwide support as the first point of contact for Finance application Stakeholders. Thanks to its multiple locations around the Globe, we provide steady support across time zones. We define the Support level 1 rules to provide the most efficient user experience for current and new systems (Integrity control, Jurisdiction and incident management). We communicate and coordinate Finance Production topics. We participate in the industrialization of the Group Finance departments promoting best practices and knowledge sharing and aligning tools, norms & methodologies. We rationalize finance production processes and reinforce controls within regional processing centers complying with the group policies. **Responsibilities** Direct Responsibilities The L1 Support Analyst is responsible for managing and resolving incidents/issues to minimize their impact on business operations. This role ensures that incidents are handled efficiently and effectively, restoring normal service operations as quickly as possible. The Analyst works closely with various teams to coordinate responses and implements continuous improvement measures to enhance Support processes. Contributing Responsibilities Analyst should have to liaise with different team to resolve the issues and follow up on different topics on same time. Along with this Analys should be able to monitor the data flows for different source systems to applications. Jurisdiction management wherein have to add, modify & delete the access related queries for different finance applications. Monitoring shared mailbox and reply to user according to requirements. **Technical & Behavioral Competencies** Analyst Should have experience of ticketing tool such as ServiceNow, Monitoring tools Should have hands-on experience on MS Office tools incl MS Access **Specific Qualifications** - Bachelor’s degree in information technology, Computer Science, or a related field. - 4-6 years of experience in Support - Excellent communication, problem-solving, and teamwork skills. French will be appreciated **Skills Referential (Required Knowledge, Skills And Abilities)** - Hands-on experience of financial systems’, interfaces and IT processes investigation - Problem solving and action / change management oriented. - Ability to work in team mode and support other colleagues in a changing perimeter. - Knowledge of BNPP organization and business lines will also be appreciated - Strong analytical skills and ability to get a general overview of situations and issues. - Good organization skills and commitment to deliver. - Ability to manage multiple responsibilities and duties (support on wide system scope) - Excellent communication skills (written and verbal) and capability to work and interact with various people of different expertise. - Experience in working in project mode, hands-on experience of systems migrations and management of PMO (project management office) would be a plus. - Knowledge of financial accounting and management accounting processes, standards, controls and systems. - Candidate must work in EMEA Shift depending on client requirements - Also, must work on weekend & Indian holidays depending on requirement. **Technical Skills** - MS office (MS Access) - Outlook - Service Now - Ability to understand, explain and support change - Ability to manage / facilitate a meeting, seminar, committee, training **Behavioral Skills** - Excellent Communication skills are must both written & verbal - Ability to collaborate / Teamwork - Ability to deliver / Results driven - Attention to detail / rigor - Creativity & Innovation / Problem solving **Education Level:** Bachelor’s degree in Computer application, information technology, Computer Science **Location:** Mumbai **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 specialized 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. **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 So