Application Production Support Professional - MDM / ADDM / SNOW Change

The main purpose of the position will be to support BNL CTO OFF - ODM Team in their RUN activities, mainly:

- IT user support

- tooling and infrastructure maintenance

Responsibilities

Take care of:

o Incidents (troubleshooting on automation faults or problems affecting the BNL DevOps managed services)

o Service Requests (for ex. new users onboarding, new project/release setup and configuration on DevOps tools, general technical support on operated tools, etc)

o Changes (maintenance and upgrade of operated tools)

MDM, ADDM, SNOW services monitoring & alerting

Reporting SLA and ensure that SLA targets are met for the above activities

Coordinate closely with BNL ODM Team and all other BNL and/or BNP Paribas IT teams (Infrastructure Management, Application Management, Security and IT Tribe Development teams, etc.)

Assure quick routing of Incident/Service Requests that are not in ISPL defined/agreed responsibilities to BNL DevOps team

Extend the scope of supported technologies and related skills/knowledge aligning with new services introduced in BNL DevOps team perimeter

• Contribute to the knowledge base building with BNLODM team (Wiki, guidelines)
• Contribute to the definition of processes and procedures involving the team
• Help building international team and integrate into BNL BNP Paribas culture
• Contribute to incidents management and associated problem management
• Contribute to the periodical reporting activity and KPI calculation
• Contribute to continuous improvement actions, especially developing the lessons learned

1. Middleware Administration, with Strong technical knowledge and experience on::

o Service Now

o Master Data Management

o ADDM discovery tool

Experience with system scripting

Good written and spoken English

Measure and identify areas for improving Quality and overall Delivery

Be able to communicate efficiently

Good team-player

Basic knowledge of Italian language will be considered a plus in the selection phase

Skills Referential

BehaviouralSkills:

• Ability to collaborate / Teamwork
• Critical thinking
• Client focused
• Ability to share / pass on knowledge

Transversal Skills:

• Analytical Ability
• Ability to set up relevant performance indicators
• Ability to develop others & improve their skills
• Ability to understand, explain and support change
• Ability to manage / facilitate a meeting, seminar, committee, training

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years