ServiceNow Business Analyst

March 5, 2024

ServiceNow Business Analyst


  • Standard / Permanent
  • IN-MH-Mumbai
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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 24×7 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.

Job Title:

ServiceNow Business Analyst


Mar 2024





Business Line / Function:


Reports to:


ISPL ITG ServiceNow Manager


(if applicable)


Offering Manager

Number of Direct Reports:

Directorship / Registration:


Position Purpose

Due to its digitalization acceleration, BNP Paribas decided to deploy at scale valuable ServiceNow business modules. A new Center of Excellence (CoE), supported by a Groupe governance, have been created into IT Group Digital Solutions (IT DS). To industrialize its CoE, IT DS develops a new partnership with ISPL.

In this context, we hire a Business Analyst, reporting to both ISPL ITG ServiceNow Manager and the ServiceNow Offering Manager in IT Digital Solutions.

The role includes projects functional activities, relationship with customers and a strong integration with the ServiceNow team and solutions both in Paris and Mumbai.

This is an excellent opportunity for a highly motivated and skilled candidate to join a very dynamic company and work in an exciting environment in construction.

The Business Analyst team member is responsible of project backlog construction, of providing functional advice, of supporting change management for international or Group project.


Direct Responsibilities

  • Manage workshop design with customer to identify needs
  • Build project backlog and be the user stories owner
  • In accordance with product owner, prioritize sprint backlog
  • Participate to sprint demos
  • Test out the business processes and recommend relevant improvements
  • Provide functional support as a project team member when needed
  • In accordance with process owner, establish and document processes to support all areas of responsibility
  • Support customer projects in change management preparation

As a solution expert :

  • for recurrent incidents, perform problem management and escalate to the next level of support or development team when required
  • Identify issues, and help come up with solutions that deliver better value to the customer
  • Strive to make the ServiceNow solution more profitable through reduced costs and increased revenues
  • Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Contributing Responsibilities

·       Contribute to the knowledge transfer with Paris ServiceNow teams

·       Contribute to the definition of procedures and processes necessary for the team

·       Help build team spirit and integrate into BNP Paribas culture

·       Contribute to incidents analysis and associated problem management

·       Contribute to the regular activity reporting and KPI calculation

·       Contribute to continuous improvement actions, especially the lessons learned from handovers to Paris

Technical & Behavioral Competencies

·       Experience with ServiceNow ticketing system especially CSM, HR, WSD modules

·       Certification in necessary program as Agile

·       Knowledge of ITIL – Experience on handling Incident / Problem / Change

·       General IT infrastructure knowledge

·       Good written and spoken English

·       Measure and identify areas for improving Quality and overall Delivery

·       Able to communicate efficiently

·       Comfortable with using Project management tools Like JIRA , Confluence

·       Good Team Player


Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Result Oriented

Communication skills – oral & written

Client focused

Transversal Skills: (Please select up to 5 skills)

Ability to manage a project

Ability to manage / facilitate a meeting, seminar, committee, training…

Ability to develop and adapt a process

Ability to understand, explain and support change

Analytical Ability

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)

ServiceNow certification (CSA, CSM, HR or WSD)

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