ServiceNow Support

Job Title: Assistant Manager – ServiceNow Support

Location: Chennai, India

Position Overview

Are you a ServiceNow expert looking to drive digital transformation within a leading global financial institution

As an Assistant Manager – ServiceNow Support within our STA (Service Technology & Applications) division, you will play a critical role in managing and maturing our ServiceNow ecosystem. You will be responsible for the core configuration, administration, and technical implementation of ServiceNow modules, ensuring our IT service management tools provide a stable, secure, and high-performing environment for our global business lines.

At BNP Paribas, you won't just maintain a system; you will be a key player in a roadmap of continuous innovation, helping us leverage advanced technologies to drive excellence across the Group.

Job Responsibilities

Core Technical Operations:

• Platform Administration: Provide day-to-day support and maintenance for the ServiceNow platform, ensuring high availability and stability.
• Configuration & Development: Create and configure Business Rules, UI Policies, UI Actions, Client Scripts, ACLs, Notifications, UI Pages, UI Macros, Script Includes, and Formatters.
• Workflow Automation: Build requested items and tasks using Workflows and Flow Designer to automate business processes.
• ITSM Management: Manage and resolve production support issues related to Incident, Problem, Service Request, Change, Knowledge, Service Portal, and CMDB.
• Data & Reporting: Create customized reports and dashboards to provide actionable insights for stakeholders.
• Governance: Adhere strictly to existing platform governance processes for all support and maintenance activities.

Strategic Contributions:

• Continuous Improvement: Monitor the health, usage, and overall compliance of ServiceNow and its integrated applications.
• Knowledge Leadership: Act as a subject matter expert by training, mentoring, and coaching the user community on ServiceNow best practices.
• Business Evolution: Anticipate strategic business evolutions and translate technical requirements into scalable platform solutions.

Required Education, Skills, and Experience (Must Have)

• Experience: 5–7 years of proven experience as a ServiceNow Administrator.
• Education: Bachelor's Degree or equivalent.
• Technical Expertise:
• Strong understanding of the ITIL framework and ITSM best practices.
• Hands-on experience with JavaScript, XML, HTML, and Single Sign-On (SSO) technologies.
• Proficiency in managing ServiceNow Update Sets, including promoting and testing through multiple instances into production.
• Analytical Skills: Strong problem-solving, decision-making, and the ability to translate complex technical requirements into actionable deliverables.
• Soft Skills: Exceptional communication (oral and written) and the ability to collaborate effectively within a global team environment.

Preferred Education, Skills, and Experience (Nice to Have)

• Certifications:
• Certified System Administrator (CSA) — Highly Recommended.
• Certified Implementation Specialist (CIS) in ITSM — A significant advantage.
• Leadership: Ability to facilitate meetings, seminars, or training committees.
• Innovation Mindset: A proactive approach to creativity and solving complex technical challenges.

About BNP Paribas

BNP Paribas is the European Union's leading bank and a key player in international banking. Operating in 65 countries with nearly 185,000 employees, the Group maintains a strong diversified model across Commercial, Personal Banking, and Corporate & Institutional Banking.

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