Digital Support Analyst

Job description

BNP Paribas is a leader in the Eurozone, and a prominent international banking institution with strong roots in Europe's banking history. It has a presence in 71 countries, with 200 000 Employees – including more than 150 000 in Europe and 6 000 in Portugal alone.

BNP Paribas is present in Portugal since 1985, having been one of the first foreign banks to operate in the country. Today, the Group has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.

Thanks to its international presence and regular and close collaboration among its businesses, BNP Paribas has the resources to support all clients -- individuals, entrepreneurs, SMEs, large corporates, institutional investors and community organisations -- with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions: Domestic Markets and International Financial Services for retail banking and specialised financial services, and Corporate & Institutional Banking for corporate and institutional clients.

ROLE AND RESPONSIBILITIES

· Act as responsible but not restricted of (i) L1: addressing (i.e. log, categorize, prioritize, track and route) all the inbound requests received through different channels and (ii) L2: managing incidents that are out of scope of (i) as well as coordinate with L3 (if required) or other different dependencies for a proper and timing resolution of the raised issues.
· Proactively collaborate in the identification of improvement opportunities and development of projects that allow the enhancements of the process for the benefit of our stakeholders and clients.
· Aimed to be a highly skilled professional to convert issues into solutions with high recognition within the company as a services partner for internal as well as external clients.
· Support onboarding process, verifying that all the requirements are in place for client setup.
· Assist client on administration definitions as: profiles, roles, rights, accesses, etc. aligned with the information and details provided by different implementation teams, Client Services Managers, Relationship Managers regarding accounts ‘structure and contracted products and services.
· Training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink.
· Participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis.
· Training and information about new features and releases.
· Assist clients on their queries, issues or problems in the system and being their first support level on the region.
· Management of administration request according to local and global procedures in order to mitigate risks and comply with internal policies and controls.
· Escalate and liaise with Manager, L2 or other dependencies for unresolved open issues / high risk items.
· In case of new enhancements, escalate requirements to Paris Neolink Support Team so all the requests are centralized and requested to the central team with feedback from the business.
· Act as first level of investigation (issues linked to NeoLink features).
· Management of incidents raised by the clients (i.e. unavailability, slowness, reports delay, etc.) and coordinate with internal teams for crisis management situations according to internal procedures.
· Management of communication to client services, clients and location linked to on-going incidents.
· Declare identified incident to Neolink L2 support and/.or IT support (L3).
· Resolution follow-up of incident and functional impact analysis.
· Share the best practices and ideas with the peer groups and team members.
· Consistently evaluate and update documented procedures to ensure they are complete, accurate and current.
· Maintain good communication with internal peer groups, and central team.

PROFILE

· Well-developed written and verbal communicative skills
· Self-motivation and demonstration of initiative
· Extremely detailed orientated
· Displays a keen sense of ownership, responsibility and accountability
· Excellent analytical skills and problem solving skills
· Client satisfaction oriented
· Ability to manage pressure
· Proactive, motivated and willing to absorb new concepts
· Proficient English & French is mandatory

Please note that only applications submitted in English will be considered.

In case you are selected for this role, further documentation will be requested to support your hiring process.

BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.