Root Cause Support Analyst

TransUnion • Chicago, IL

16h • Hybrid

About The Position

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology. We are looking for a talented and motivated individual to join Global Service and Support as an Root Cause Analysis (RCA) support analyst.

Requirements

• Bachelor’s degree in business or computer science and/or the equivalent
• 4+ years providing written customer facing communications
• 4+ years in technology and/or IT customer support position
• 4+ years experience utilizing the Microsoft office suite, inclusive of Excel, PowerPoint, Access, Word and Outlook

Nice To Haves

• Experience in using the following the following tools is strongly preferred (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
• Provides 24x7 on-call support (as part of a larger on-call rotation)

Benefits

• TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups.
• Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees