Digital Working – Request Management ITG

June 5, 2024

Digital Working – Request Management ITG


  • Permanent
  • ES-Madrid-Madrid
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I.                                Business Overview

The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organization is an international financial services group, with more than 200,000 employees with solid roots in Europe. 

The BNP Paribas Group is organized around two main activities: Retail Banking and Corporate & Institutional Banking (CIB). 

The IT production has two main entities ITGP and ITO, with a main governance lead by ITGP. 

ITGP Digital Working 

ITGP Digital Working is responsible to provide IT Services to our clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Infrastructures (Active Directory, Messaging, Instant Messaging, Desktop …) as well as elements of the Global Services organization. 

II.                             Context and Role Summary

The Request Management process relies on the Request Management Operator activity to provide timely information to users and deliver the requested services as defined by the product owner and according to the rules and regulations of BNP Paribas. Having the activities coordinated by the Request Management Team Leader, the RMO will focus on user satisfaction and service excellence to bring the highest quality of digital asset delivery to the Company.

III.                          Position Key Accountabilities

·         Deliver requested services to end-users individually or as part of deployment/transformation projects.

·         Analyse customer case for correct qualification and logging through all established channels,

·         Advise on best practice for users and ensure compliance with the company’s policies.

·         Remediate incidents post-delivery through all established channels.

·         Continual improvement of procedures, technical instructions, tools and reports within the managed perimeter.

IV.                          Professional Skills, Abilities and Experience

·         Knowledge of Microsoft Office 365 environment

o    AD, Azure Active Directory

o    Collaborative services (Teams, Exchange, Sharepoint, Onedrive)

·         Experienced with core IT environment.

o    Windows 10 and 11.

o    Printing and sharing services.

·         Scripting experience is a plus (Powershell)

V.                             Personal Attributes

·         Mature, independent, well organized with excellent communication skills (written, spoken, presentations)

·         Exposed to multi-cultural environment and able to work as part of a Global team.

·         Quick thinker and good decision-maker

·         Analytical, detail-oriented, and self-motivated

·         Customer minded.

VI.                          Languages & Qualifications

All candidates must have a working proficiency in English. The minimum level of competency is a B2 level on the Common European Framework of Reference for languages (CEFR)

Basic French competence is optional and considered a plus.

VII.                        Others

·         On Site Services: From 09:00 to 18:00

·         No On Call Services

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