• Collaborate with business stakeholders, delivery teams, and product owners to gather, analyze, and document detailed business and technical requirements specific to ServiceNow implementations. • Translate business needs into well-defined user stories and acceptance criteria, supporting the development of scalable and maintainable ServiceNow solutions. • Act as a liaison between business users and technical teams, ensuring clear understanding of ServiceNow functionality and constraints. • Support ServiceNow platform configuration and enhancement efforts across modules such as PSDS, CSM, or others. • Conduct gap analyses and make recommendations to optimize workflows, automation opportunities, and user experiences within ServiceNow. • Support solution design sessions, stakeholder demos, and User Acceptance Testing (UAT). • Ensure alignment with ServiceNow best practices and federal IT compliance standards. • Assist in managing backlogs, sprint planning, and Agile ceremonies in collaboration with Scrum Masters and delivery leads.

Work at Home- Senior Coordinator- Small Business Banking locations Richmond, VA US Remote time type Full time job requisition id R242418 Work at Home- Senior Coordinator- Small Business Banking   More than just a bank, more than just a career. This is an opportunity to join our Small Business Customer servicing team in our Bank. You would be responsible for providing an unmatched Customer experience through first call resolution and deepening relationships with our Customers. You should be energized by connecting with Customers and be able to communicate in a clear and professional manner. You will use a variety of tools and will need to build deep knowledge of all of our Small Business products and services. Candidates should be flexible and willing to adapt to enhancements designed for the benefit of our Customers.   Your voice is our voice. We’ll champion you.   It’s important for our associates to have the necessary skills and know-how to succeed in their roles and provide exceptional servicing experiences to our customers. We invest heavily in both formal and informal learning and development opportunities. Through our formal training programs and on-the-job work experience, successful associates at Capital One will: - Demonstrate the ability and willingness to learn  - Possess a strong attention to detail, a positive attitude and have the ability to be flexible and embrace change - Demonstrate a strong customer focus that is rooted in empathy - Communicate effectively with peers, management and customers, using appropriate methods of communication for role - Exercise good judgment and independent decision-making skills - Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs - Demonstrate exceptional listening, questioning, call control and de-escalation techniques - Be proactive, have effective time management and organizational skills - Display dependability with a solid attendance record   Basic Qualifications: - High School Diploma, GED, or equivalent certification - At least 3 years of Customer Service or Call Center experience - At least 1 year of experience using Google Suite or Microsoft office   Preferred Qualifications: - At least 4 years of Customer Service or Call Center experience - At least 1 year of experience in the Financial Industry   Work from Home Technology Requirements: - Secure home office environment that is free from background noise and distractions - Reliable private internet connection that is not supplied via cellular data or hotspot is required - A private network that is password protected where you have ownership or line of site sight to every device on the network - Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) - Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions - Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider - To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page  - Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met   Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.   Work from Home Location Requirements: This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.     At this time, Capital One will not sponsor a new applicant for employment authorization for this position.   The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.   Remote (Regardless of Location): $49,774 - $49,774 for Advocacy Senior Coordinator Richmond, VA: $49,774 - $49,774 for Advocacy Senior Coordinator Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

• Support high-impact interviews and workshops with Executives, IT, and Business Stakeholders to uncover root-cause problems and define project vision, scope, and success metrics. • Understand enterprise business strategy and align solutions to clear business outcomes. • Map “As-Is” and “To-Be” value streams and business processes. • Identify bottlenecks and automation/AI opportunities, distinguishing full automation from human-augmented workflows. • Quantify benefits (cycle time, error reduction, capacity, CSAT) to support prioritization. • Elicit, analyze, and document functional and non-functional requirements, user stories, and acceptance criteria, including for AI/ML and GenAI features. • Capture business rules, decision logic, and user journeys. • Define data requirements (sources, quality, latency, privacy constraints). • Specify model behavior, guardrails, and human-in-the-loop interactions. • Address non-functional needs (performance, explainability, auditability, SLAs). • Navigate complex organizational hierarchies and goals to build consensus. • Support experimentation and rollout (PoCs, pilots), including test design, feedback loops, training, SOP updates, and communications. • Partner with architects and developers to ensure designs meet business needs and oversee User Acceptance Testing (UAT). • Own the quality and readiness of BA deliverables and coach project team members. • Drive project outcomes by keeping alignment between business objectives, implementation, and success metrics. • Use Generative AI tools (e.g., Claude, Glean, agents) to accelerate analysis, documentation, and solution design—letting the tech do the heavy lifting while you validate outputs, synthesize themes, and recommend future states. • Establish, grow, and maintain strong customer relationships as a trusted advisor.

• Lead the data and systems analysis activities within the project, identifying the business and technical requirements and acceptance criteria • Conduct data analysis activities to identify detailed requirements including business transformation mappings • Create technical User Stories, including task breakdown and be able to explain them to the technical delivery team • Work with the Solution Architect to develop and document detailed User Stories for the project backlog – you will need to validate that the solution will meet the business requirements • Work with the data consumers and internal teams to create specifications including detailed data definitions & mappings • Take the lead on running workshops and data supplier engagement • Formalise the results of data and systems analysis into structured documentation and obtain approval from the key stakeholders • Form strong business relationships with suppliers and consumers of data • Build out patterns and processes that can be repeated • Manage the project backlog in Jira • Be part of the technical Agile scrum team – actively contributing to other activities including testing and validation of the end results