Capgemini

Operational Support Analyst

Capgemini

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • Mexico

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Tech Stack

ServiceNowSQL

About the role

  • Provide Incident Management (L1) and ServiceNow ticket support
  • Perform ad hoc research and data analysis
  • Conduct call listening and provide proactive tuning recommendations
  • Create and maintain documentation and procedure bulletins
  • Support UAT testing and production validation
  • Monitor KPIs and track the actual value of deployed change requests
  • Own test data acquisition requests and troubleshooting
  • Triage system issues, validate issues in test and production environments, and determine immediate solutions
  • Manage escalation procedures and communicate triage results to stakeholders
  • Track issues through the release cycle and support release management activities
  • Analyze audit results and recommend system and process improvements
  • Monitor reports and support system defect and enhancement prioritization

Requirements

  • - Intermediate Spanish (US) and fluency in English (bilingual required)
  • - Entry-level experience with Excel and SQL
  • - Ability to work during core business hours (9am–6pm ET or 10am–7pm ET; subject to change)
  • - Ability to work in a fast-paced environment and manage multiple parallel tasks
  • - Strong analytical and problem-solving skills
  • - Ability to work both independently and in a team environment
  • - Ability to learn quickly and adapt to changing business needs
Benefits
  • This position comes with competitive compensation and benefits package:
  • - Competitive salary and performance-based bonuses
  • - Comprehensive benefits package
  • - Career development and training opportunities
  • - Flexible work arrangements (remote and/or office-based)
  • - Dynamic and inclusive work culture within a globally reknowned group
  • - Private Health Insurance
  • - Pension Plan
  • - Paid Time Off
  • - Training & Development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ExcelSQLdata analysisincident managementUAT testingproduction validationKPI monitoringsystem troubleshootingrelease managementaudit analysis
Soft Skills
analytical skillsproblem-solving skillsability to work independentlyability to work in a teamadaptabilitytime managementcommunication skillsmultitaskingproactive recommendationsstakeholder communication