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Team Overview
• 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:
o Drive escalated items to resolution.
o Provide guidance / coaching to other team members.
o Monitor team chat board for questions.
o 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:
o Clearly explain complex issues
o Share an appropriate level of detail depending on the audience.
o 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:
o 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.
o Anticipating customer issues and questions
o 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:
o Encourage process improvement based on TransUnion and team mission / goals
o 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. This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.
Role Overview And Core Responsibilities
- Experience with relational databases.
- Experience with
- Linux Administration
- Application support like Apache tomcat, httpd
- Credit reporting (reading & evaluating credit data)
- Incident management and related best practices
- Experience with setting and troubleshooting Java applications.
- Experience with GIT and CI / CD pipelines.
Required Knowledge And Experiences
Ability to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.
Driving innovation – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking.
Business Acumen – Spends time to ensure understanding of the business and aligns accordingly.
Change agent – Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.
Execution champion – Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approach
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. 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 recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Analyst, IT Support
