IT Support Analyst

Capgemini is hiring an IT Support Analyst to provide enterprise-level technical support, manage incidents and service requests, and ensure seamless IT operations in a fast-paced corporate environment. The role requires strong expertise in ITSM processes, end-user support, identity and access management, and collaboration with cross-functional teams to deliver exceptional customer service and maintain SLA compliance., * Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance.

• Provide end-user technical support for hardware, software, network, and access-related issues.
• Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions.
• Support privileged access management processes utilizing CyberArk and related security tools.
• Perform remote troubleshooting and issue resolution for users across multiple locations.
• Collaborate with infrastructure, security, and application teams to resolve complex technical issues.
• Maintain accurate IT documentation, knowledge base articles, and support procedures.
• Identify recurring issues, perform root cause analysis, and recommend process improvements.
• Support software deployment and device management activities using Microsoft Configuration Manager (SCCM).
• Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

• 5+ years of experience in IT support or enterprise technical support environments.
• Strong knowledge of ServiceNow and ITSM processes, including incident, request, and problem management.
• Experience administering Active Directory, user provisioning, group management, and access controls.
• Hands-on experience with Identity & Access Management (IAM), Multi-Factor Authentication (MFA), and security best practices.
• Working knowledge of CyberArk or Privileged Access Management (PAM) solutions.
• Experience with Microsoft Configuration Manager (SCCM) for software deployment and endpoint management.
• Strong troubleshooting and root cause analysis skills across desktop, application, and access-related issues.
• Ability to manage high ticket volumes while maintaining service quality and meeting SLA requirements.
• Excellent customer service, communication, and stakeholder management skills.
• Proven ability to collaborate across technical and business teams in a large corporate environment.
• Strong documentation, knowledge management, and process improvement capabilities

The base compensation range for this role in the posted location is $43,984 to $ 105,600

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

• Life and disability insurance

• Employee assistance programs

• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.