Root Cause Support Analyst
TransUnion•Chicago, IL
•$67,500 - $112,500•Onsite
About The Position
The Root Cause Support Analyst partners with technology, engineering, sales, delivery, compliance, risk, and legal teams to turn complex technology incidents into clear, customer-friendly root cause analyses. The role manages each RCA from intake through final approval, explains what happened and why, and documents the actions. This role will report to the Manager of IT Support.
Requirements
- Bachelor’s degree in business or computer science and/or the equivalent
- 4+ years experience providing written customer facing communications
- 4+ years experience in technology and/or IT customer support position
- Microsoft office suite, inclusive of Excel, PowerPoint, Access, Word and Outlook
Nice To Haves
- Experience with Sharepoint, Splunk, Salesforce, CRM reporting tools
Responsibilities
- Creating Root Cause Analysis documents
- Supporting the RCA development process and related tickets associated with RCA requests
- Reviewing RCA documents with top customers
- Supporting follow-up questions from customers related to incidents that RCAs were provided for
- Creates formal customer facing communications summarizing technical events
- Works with Legal and TransUnion technical teams to finalize formal communications
- Distributes communications to Transunion sales and customer contact
- Provides intra-incident communications to TransUnion customer base providing status of an on-going event
- Communicates complex technical events in a high level customer appropriate manner
- Joins and gathers pertinent details from technical bridge calls / problem review meetings
- Responds in timely manner to support related inquiries
- Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability
- Informs customers of impactful IT events and maintains updates through resolution
- Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team
Benefits
- Day-one eligibility for medical, dental, and vision coverage
- Supplemental plan options
- Spousal, domestic partner, and other eligible dependent coverage is available on select plans
- Tax‑advantaged HSA and FSA accounts
- Company‑paid basic life and AD&D
- Optional voluntary life and AD&D for you and your family
- Short- and long‑term disability
- Legal plan
- Pet insurance
- Travel accident coverage
- Adoption assistance
- Fertility planning coverage
- Caregiver support
- Dependent Care FSA for possibility of an employer match
- Complimentary Care@Work membership
- Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return
- 401(k) with employer match
- Employee Stock Purchase Plan (ESPP)
- Financial wellness resources
- Career coaching
- Optional long‑term care insurance
- Tuition reimbursement
- Flexible time off for exempt employees or paid time off for nonexempt employees
- Up to 12 paid holidays per year
- Commuter benefits
- Employee discounts
- Charitable gift matching
- Paid volunteer time off
- Corporate volunteer events
- 24/7 support including professional therapy, coaching, and emotional well‑being programs
- Guided meditation and resources that support physical, mental, social, and financial wellness
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
