Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C;). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the RoleWe are looking for a highly motivated professional to support our IVR and Contact Center routing strategy across all lines of business. This role operates in a fast-paced, Agile environment focused on delivering continuous value through data analytics, call listening, and ongoing system and process improvements.
This position plays a key role in incident management, system triage, analytics, testing, and production validation support. The professional will work closely with IT, business stakeholders, and Commercial Insurance Centers,



acting as a subject matter expert on commercial systems and helping identify defects, trends, and user experience improvement opportunities.
The role requires someone who can quickly learn new systems, manage multiple workstreams simultaneously, and contribute both independently and as part of a team.

What You'll Do
- 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 vigente 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

📌 FBS - Operational Support Analyst (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México