Product Support Analyst

Business Overview RISK ORM Solutions team manages applications and projects related to operational risk management and reporting for the entire BNP Paribas group. The team operates in an international context, interacting with various stakeholders including methodology, IT, group reporting, and compliance, as well as multiple divisions such as CIB, IPS, and CPBS.

Job Responsibilities

• Technical Support & Resolution - Manage the full lifecycle of support tickets (intake to resolution) and maintain accurate documentation.
• Analyze and diagnose technical issues to provide workarounds or permanent solutions.
• Adhere to Service Level Agreements (SLAs) for timely inquiry resolution.
• Contribute to the Knowledge Base by documenting common issues and creating How-to guides.
• Escalate complex issues to the Team Leader or IT team with detailed summaries.
• Provide feedback to the Team Leader regarding recurring bugs or process improvements.
• Client Experience: Act as the primary point of contact to ensure a supportive service experience.
• Maintain proactive and clear communication with clients regarding ticket progress.

Required Qualifications, Capabilities, and Skills

• Bachelor's degree in Communications, Business, or a related field; or equivalent practical experience in a customer-facing role.
• 2+ years of experience in a customer-facing technical support or helpdesk role.
• Technical Skills: JIRA, ServiceNow, and Proficiency in Microsoft Office.
• Behavioral Skills: Customer Centricity (commitment to positive client experience).
• Communication (excellent verbal and written English; ability to simplify complex concepts).
• Analytical Thinking (logical and methodical problem-solving).
• Time Management (ability to prioritize tasks in a fast-paced environment).

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 Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit