Service Management Officer

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About BNP Paribas Group

BNP Paribas Group is the top bank in the European Union and a major international banking establishment, with nearly 185,000 employees in 65 countries. In Spain, we have over 5,100 employees across 13 business lines.

Department Overview

Spain IT Production, part of BNP Paribas, provides IT production services to our clients in EMEA, ensuring a secure, high-performance environment aligned with digital market evolution. The team comprises over 400 experts supporting infrastructure, security, applications, and transversal services.

Job Context and Responsibilities

The Telecom & Workspace Domain within BNP Paribas's Corporate and Institutional Banking IT & Operations oversees the IT Service Desk, which delivers end-user support. The Service Management Officer will focus on enhancing the IT Service Desk activities, improving quality, and customer satisfaction through strategic planning and process improvements.

Key Tasks & Responsibilities

• Improve service stability and performance.
• Develop and execute quality improvement plans.
• Maintain and enhance knowledge resources and repositories.
• Create reports and dashboards using ServiceNow and Power BI.
• Manage onboarding, training, and communication processes.
• Ensure security and appropriate access rights for tools and repositories.
• Drive continuous improvement and adhere to company policies and standards.

Professional Skills & Experience

• 5-10 years in IT infrastructure, preferably in banking.
• Strong understanding of business needs and technological assessments.
• Experience with ITIL, ServiceNow, knowledge databases, and automation tools.
• Excellent communication skills and stakeholder management.

Personal Attributes

• Customer-focused, organized, and proactive.
• Ability to work independently and collaboratively.

Qualifications & Languages

• Bachelor’s in IT or Computer Science.
• Fluent English (C1); French and / or Portuguese preferred.
• ITIL Foundation certification; knowledge of SharePoint and AI is a plus.
• Working hours : 9 : 00-18 : 00, hybrid model.
• Benefits include training, career development, diversity initiatives, and 31 days of vacation.

Equal Opportunity Statement

BNP Paribas Group in Spain is committed to diversity and inclusion, providing equal employment opportunities regardless of age, disability, gender, race, religion, or sexual orientation.

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