Associate, Support Operations

Capital One • Richmond, VA

16h • Onsite

About The Position

This role focuses on technology support operations for a geographically dispersed enterprise workforce. Responsible for providing technology support operations including, but not limited to, IT incident Management, change management, problem management, knowledge management, endpoint management, and business controls. This position requires quick decision making and analytical skills to provide data-driven insights on technology issues across an environment with an even mix of Windows PC’s, Macs, and Mobile Devices. This role requires a focus on execution, accountability, and results to drive operational efficiencies through data-driven insights. The ideal candidate will have strong verbal and written communication skills, effectively manage up, and collaborate well with immediate peers.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 1 year of Technical Operations experience
• At least 1 year of experience with IT systems and infrastructure
• At least 1 year of experience with desktop platforms and operating systems
• At least 1 year of experience with incident management and reporting tools

Nice To Haves

• Bachelor’s Degree in Business, Information Systems, or Computer Science
• 1+ year of experience with ServiceNow
• 1+ year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 1+ year of experience with Jira
• Demonstrate ability to work within Google Workspace to perform data gathering and analysis
• Hands-on experience with Data Visualization Tools (e.g., Tableau, PowerBI, Amazon QuickSuite, etc).
• Familiarity with support ticket data and analysis.
• Strong problem solving & analytical skills
• ITIL Certification

Responsibilities

• Partner with internal customers and the business to translate needs into new processes, process documentation, metrics, and reporting for insights and data visualization.
• Drive data analysis that provides meaningful insights on business strategies and operational improvements
• Troubleshoot, debug, maintain, and improve existing reporting sources and solutions
• Demonstrate the ability to explore and quickly grasp new technologies to progress varied initiatives.

Benefits

• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
• performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees