Sr Analyst, IT Support - #957111


Date: 1 week ago
City: Chennai, Tamil Nadu
Contract type: Full time

What We'll Bring:

What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation - we're consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

What You'll Bring:

  • Intermediate level knowledge of product / service capabilities, system interdependencies / data flow, and technical tools for troubleshooting intermediate to advanced level customer technical questions and incidents
  • Serve as escalation point for Analyst level team members by doing the following:
    • Drive escalated items to resolution
    • Provide guidance / coaching to other team members
    • Monitor team chat board for questions
    • Shares information with the team and contributes to team meetings
  • Intermediate level of written and verbal communication skills pertaining to customers, sales, and internal actions as follows:
    • Clearly explain complex issues
    • Share an appropriate level of detail depending on the audience
    • Displays an intermediate level of emotional intelligence, highly collaborative, and flexible
  • Willingness to partner with customer and sales organization to provide technical consultative / onboarding support (if applicable)
  • Ability to be the voice of the customer by:
    • Contributes feedback to US Information Technology initiatives that will help to ensure a new solution / technology change is designed with the customer's needs in mind
    • Anticipating customer issues and questions
    • Taking action to prevent customer-impacting occurrences
  • Experience mentoring technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, and data gathering / dashboard enhancements
  • Be a catalyst for process changes:
    • Encourage process improvement based on TransUnion and team mission / goals
    • Support team initiatives to achieve routine operational excellence
  • Independently manage workload of customer reported problems, requests, and internal support needs
  • Efficiently obtain understanding of assigned support items, identify root cause and impact of issue, determine best course of action to fully address customer reported issues and requests

We'd love to see:

  • Experience with relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables)
  • Experience with
    • Triaging connectivity and digital certificates
    • Analyzing evaluating and troubleshooting data and data formats
    • Credit reporting (reading & evaluating credit data)
    • Incident management and related best practices
    • Developing reports Salesforce and Splunk
  • 7+ years of technical customer support experience
  • Bachelor's degree in computer science, Information Technology, or related field.

Impact You'll Make:

    Impact You'll Make:

    • Support customer facing Global Technology projects:
      • Project support will be the primary focus of this position
      • The first project is focused on helping customers migrate off of a legacy connectivity application
      • When there is downtime between project work, customer technical support tickets will be the next priority
    • Support TransUnion customers with a range of technical support needs. Less complex items at first (account management, digital certificates, basic application troubleshooting) and you will progress gradually into supporting more complex items (customer onboarding, application errors, credit file and data investigations)
    • What you'll accomplish - extensive knowledge in TransUnion products and services, deep relationships across the sales and support organizations, training newer team members, leading customer and product Onboarding initiatives, providing after hours support for urgent issues

    . Primary Location: Chennai/Pune
    . Organization: Global Operations
    . Schedule / Shift: Regular / Standard
    . Job Type: Full-time (US Shift)

    TransUnion Job Title

    Sr Analyst, Customer Support Operations

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