OFS Neo Incident Coordinator

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

The SoFRESH Fronting team acts as the Single Point of Contact for OFS & CIB finance end users from Account Payable tools to Reporting applications. Its activities mainly deal with the Jurisdiction, the Incident Management and the Data Integrity controls.

• Pillar 1 - Control Integrity and Data availability
• Pillar 2 - Administrate Finance Systems
• Pillar 3 - First level of Support for Incident and Request linked to Finance Systems
• Pillar 4 - Proactivity in communication

The Incident Coordinator is responsible for managing and resolving incidents 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 Incident Coordinator works closely with various teams to coordinate responses and implements continuous improvement measures to enhance incident management processes.

Bachelors 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

Familiarity with incident management tools and software (e.g., ServiceNow)

• 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 have to work in EMEA Shift depend on client requiremtn
• Also must work on weekend & Indian holidays depending on requirement.

Other Contributions

• Excellent communication skills in English (written and verbal) are mandatory. French will be an added advantage.
• Effective communication with all stakeholders, End-users & Technical team