Operational Support Analyst I

As an Operational Support Analyst I at Capgemini, your key responsibilities will include providing Level 1 Incident Management Support, triaging issues, and handling ServiceNow ticket support. You will conduct research and analysis to support various initiatives and monitor KPIs to track the effectiveness of deployed change requests. Your role will also involve actively participating in UAT testing and maintaining documentation for ongoing processes.

To excel as an Operational Support Analyst I at Capgemini, candidates should have strong communication skills to interact with diverse stakeholders, as well as entry-level knowledge of SQL and Microsoft Office (Word, Excel, Visio). A background in Data Analytics or IT Software is preferred. Additionally, familiarity with IVR systems and a keen attention to detail will greatly benefit your role.

For the Operational Support Analyst I role at Capgemini, a Bachelor’s degree is required, preferably in fields such as Data Analytics or IT Software. Candidates with relevant academic qualifications will be better equipped to handle the analytical and technical aspects of the role.

Capgemini is committed to the professional development of its employees, including those in the Operational Support Analyst I position. You will have access to career development training, flexible work arrangements, and a diverse work environment. As you gain experience, there are numerous pathways for advancement within our global organization, with opportunities to take on more complex projects.

Capgemini offers a competitive compensation and benefits package for the Operational Support Analyst I position. Benefits include performance-based bonuses, comprehensive health insurance, a pension plan, paid time off, and opportunities for training and development. Additionally, we promote a flexible work model that can be remote or office-based.

In handling a high volume of incident tickets, I would prioritize them based on urgency and impact. Utilizing a systematic approach, I would categorize tickets and tackle the most pressing issues first. I would also ensure clear communication with stakeholders to keep them informed on the status of their requests while documenting solutions for future reference.

To provide effective ServiceNow ticket support as an Operational Support Analyst I, I would first familiarize myself with the platform's functionalities. I would follow established protocols for ticket classification and quickly address user inquiries. Thorough documentation of each ticket resolution would be critical to improve response times and foster collaboration with the team.

I regularly utilize data analysis techniques, such as trend analysis and root cause analysis, to identify patterns in operational support issues. By examining historical data, I can recommend process improvements and resource allocations to enhance overall efficiency. This proactive approach is essential for operational success.

To ensure documentation is current and detailed, I make it a habit to review and update records regularly post-interaction or after resolving an issue. For any new processes or changes, I would collaborate with team members to maintain accuracy and clarity. This consistency helps in training new employees and serves as a crucial knowledge resource.

In my previous roles, I was actively involved in User Acceptance Testing (UAT) by collaborating with cross-functional teams to define testing criteria. I would participate in identifying test cases, conducting tests, and documenting outcomes. This experience has given me the ability to outline requirements clearly, facilitate feedback, and ensure successful implementation.

To monitor KPIs effectively, I would establish a regular reporting cycle where I track the actual values of deployed change requests compared to defined targets. This involves utilizing dashboards and analytics tools to visualize data and deliver insights to stakeholders. Clear communication of these findings is essential to guide future decision-making.

When facing multiple incident tickets, I prioritize based on severity and impact on business operations. Critical issues affecting a larger number of users or high-revenue impacts are handled first. I also consider deadlines for resolution, and effective communication with users is key to managing their expectations.

Effective communication with diverse stakeholders hinges on understanding their needs and adjusting my communication approach accordingly. I actively listen, ask clarifying questions, and tailor my messages to match the audience, ensuring clarity whether communicating technical details or general information.

In a previous role, I identified inefficiencies in the ticket escalation process. By streamlining communication channels and creating standardized templates for urgent issues, we reduced the response time significantly. This initiative not only improved team productivity but also enhanced user satisfaction scores.

I am familiar with several tools essential for the Operational Support Analyst I position, including ServiceNow for ticket management, SQL for data querying and analysis, and Microsoft Office Suite for documentation and reporting. My proficiency with these tools allows me to support operational processes effectively.