Senior Operations Support Specialist (Data Platforms, ServiceNow, IT Systems)

Join Capital One as a Senior Operations Support Specialist! In this role, you will deliver top-notch technology support operations for our dispersed enterprise workforce, ensuring an exceptional end-user experience. Your focus will include managing incidents, changes, and problems across various devices and platforms.

We are looking for candidates with strong customer service skills and deep expertise in IT systems infrastructure, Data Platforms, and ServiceNow. Your commitment to operational efficiency will be key as you manage our tech support operations.

Key Responsibilities:

• Provide comprehensive end-user support.
• Oversee IT Incident Management, Change Management, and Problem Management.
• Implement Knowledge Management and Endpoint Management processes.
• Enhance business controls and drive operational efficiencies.

This position emphasizes quick decision-making to resolve technical issues related to laptops, including Windows PCs, Macs, and Mobile Devices. You will play a crucial role in improving user experience while maintaining accountability and results.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification.
• Minimum of 2 years managing IT projects or operations teams.
• At least 2 years in Technical Operations.
• Experience with IT systems and infrastructure for at least 2 years.
• Minimum of 2 years working with Data Platforms and Operating Systems.
• Experience (2 years) with Incident Management and reporting tools.

Preferred Qualifications:

• Bachelor's Degree in Business, Information Systems, or Computer Science.
• 2+ years experience in defining and implementing process management functions (Change, Incident, Problem).
• ITIL Certification.
• 3+ years of hands-on experience with ServiceNow.
• 3+ years in Project Management (planning, executing, tracking).

Please note that at this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The position is based at our office in McLean, VA with a salary range of $117,300 - $133,900 for Principal Associate, Support Operations, or in Richmond, VA with a salary range of $106,700 - $121,700 for the same role.

In addition to a competitive salary, this role is eligible for performance-based incentives, including cash bonuses and long-term incentives. Capital One also offers a comprehensive benefits package that supports your overall well-being.

This position is open for applications for a minimum of 5 business days. Capital One is an equal opportunity employer and promotes a drug-free workplace.

If you need assistance in the application process, please reach out for accommodations, and all information provided will be kept confidential.