Support Specialist (L2, Support Escalations)

Capital One
Plano, Texas, United States
Jun 02, 2023
Jun 16, 2023
Full Time
Plano 1 (31061), United States of America, Plano, Texas

Support Specialist (L2, Support Escalations)

The role is located in our Plano, TX office where the All Access Support L2 Tech will provide support of user provisioning and management of access, entitlements and roles.Support coverage will sometimes require associates to be on-call/available for night/weekend support. Excellent oral and written communication skills are required to field requests through multiple channels and platforms.Ability to quickly shift and adapt to changing technical landscape and provide recommendations for improvements.Successful associates are self-motivated, possess strong attention to detail and are comfortable researching and solving problems across multiple areas and systems.Associates must be able to work autonomously and with others, when researching and resolving issues.This team will be performing a wide range of services - and they will change over time as processes improve and priorities change.

Job responsibilities:
  • Work through ServiceNow incidents and requests queue
  • Provide support and facilitation of All Access requests
  • Identify process gaps and communicate alternatives to our L3 IAM teams
  • Act as a point of technical escalation and provide resolutions through project lifecycles
  • Support and prioritize ad hoc escalations from leadership
  • Cross train team members and facilitate knowledge sharing across towers

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 1 year of experience in end user support and 1 year experience in administration in IAM (Identity and Access Management) environment
  • At least 1 year of experience with Excel or Google Sheets spreadsheets
  • At least 1 year of experience creating technical and process documentation

Preferred Qualifications:
  • 2+ year of experience in IAM support environment
  • 1+ year of experience working with, Sailpoint, ServiceNow, SQL, Active Directory or Oracle
  • 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).