Job Description – CIB INDUS - ISPL COE Invoice Processing & P2P

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.

About BNP Paribas Group

BNP Paribas is the European Union's leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group's commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

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 Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Businessline/Function

CIB INDUS - ISPL COE Invoice Processing & P2P:

Strong presence across the globe with a proven track record of delivering quality service, within the expected Turn Around Time (TAT) and with ability to challenge Status Quo and share Best Practices. Core activities includes validating Vendor invoices, Accrual Management, Procurement support, Project support & Application support..

Job Title

Associate

Date

Department:

CIB INDUS - ISPL COE Invoice Processing & P2P

Location:

ISPL Mumbai / Chennai

Business Line / Function

CIB - ITO

Reports To

(Direct)

Grade

(if applicable)

Support Analyst

(Functional)

Team Lead / Manager

Number Of Direct Reports

None

Directorship / Registration

NA

Position Purpose

The Level 1 Application Support team serves as the first point of contact for users experiencing issues with business applications. This team is responsible for logging incidents, performing initial troubleshooting, and ensuring timely resolution or escalation to higher support tiers. responsible for managing, maintaining, and uploading approval matrices into enterprise systems. This role ensures that decision-making hierarchies are accurately reflected in digital workflows, enabling seamless routing of approvals across departments.

Key Responsibilities

• User Interaction: Respond to support requests via phone, email, or ticketing systems.
• Incident Logging: Accurately record issues in the incident management system, assigning appropriate priority levels.
• Basic Troubleshooting:
• * Password resets
• Login/access issues
• Configuration errors
• Minor performance issues
• Monitoring: Use tools to monitor application health and performance; report anomalies.
• Escalation: Route unresolved or complex issues to Level 2 or Level 3 support teams.
• Documentation: Maintain records of issues, resolutions, and known errors for future reference.
• Customer Service: Ensure a positive user experience through clear communication and timely updates.
• Matrix Management: Create, update, and validate approval matrices based on organizational policies and stakeholder input.
• System Uploads: Upload matrices into workflow automation platforms (e.g., SAP, Oracle, ServiceNow, or custom ERP systems).
• Stakeholder Coordination: Collaborate with department heads, finance, procurement, and HR to gather approval rules and maintain alignment.
• Testing & Validation: Conduct test runs to verify matrix functionality and troubleshoot upload issues.

Required Skills

• Excellent problem-solving and communication skills.
• Familiarity with diagnostic tools, log analysis, and debugging techniques.
• Ability to work under pressure and manage multiple support requests.
• Experience with ticketing systems and support documentation tools. Ready to learn new applications and functional domain.

Qualifications

Diploma or bachelor's degree in IT, Computer Science, or related field

Strong keys

• Reactivity & Ability to understand requirements, problems and situations and to draw out logical conclusions. Effective Communication, Rigor, Method, Autonomy, Patience.

Specific Qualifications (if Required)

• Years Of Exp: 3–6 years of experience in technical support or helpdesk roles Any graduate/ Post-Graduate.

Language

English mandatory

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills - oral & written

Client focused

Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

Ability to develop and adapt a process

Ability to understand, explain and support change

Ability to set up relevant performance indicators

Analytical Ability

Ability to manage a project

Education Level

Bachelor Degree or equivalent

Experience Level

At least 3 years