IT Service Desk - Analyst
Job Summary
Job Description
The IT Service Desk Analyst will act as an analyst on the IT Support team, responsible for supporting the incident management process, under the ITIL v4 best practices framework. This role will collaborate with technical and functional teams to identify root causes (RCA), prevent recurring incidents, and reduce the impact of operational failures. The role requires critical and analytical thinking, effective communication, and experience working with multiple areas such as infrastructure, development, and business teams.
Must have:
- Critical and analytical thinking for complex problem solving.
- Effective communication to articulate technical issues.
- Experience working with multiple areas and stakeholders.
- Focus on service quality and user experience.
- 3 years of experience in incident and problem analysis roles.
- Knowledge of ITSM tools (ServiceNow, BMC Remedy, Jira).
- Experience with RCA methodologies like 5 Whys and Ishikawa diagrams.
- Experience with monitoring tools (Splunk, Nagios, Zabbix, Dynatrace).
- Ability to manage, adapt, and be proactive in communication.
Good to have:
- Experience in the financial and technology sectors.
- Professionals in administrative, engineering, or related careers.
- ITIL v4 Foundation certification.
- Experience with ITIL v4 processes.
5 skills required
Job Details
TransUnion's Job Applicant Privacy Notice
What We'll Bring:
Este rol actuará como Analista del equipo de IT Support y será responsable de apoyar el proceso de gestión de problemas, bajo el marco de mejores prácticas de ITIL v4, orientado a mejorar la estabilidad, disponibilidad y continuidad de los servicios tecnológicos. Este rol se asociará y colaborará con equipos técnicos y funcionales para la identificación de causas raíz (RCA), previniendo incidentes recurrentes y reduciendo el impacto de fallos en la operación.What You'll Bring:
Cómo contribuirás
- Pensamiento crítico y analítico: enfoque estructurado para el diagnóstico y resolución de problemas complejos.
- Comunicación efectiva: capacidad de articular problemas técnicos a stakeholders no técnicos.
- Colaboración transversal: experiencia trabajando con múltiples áreas (infraestructura, desarrollo, soporte, negocio).
- Orientación al cliente: enfoque en la calidad del servicio y experiencia del usuario.
Gestión del cambio: capacidad de liderar iniciativas de mejora continua e innovación operativa
Impact You'll Make:
Nos encantaría ver:
- 3 años de experiencia en roles de análisis de incidentes y problemas. Deseable en sector financiero y tecnológico
- Profesionales en carreras administrativas, ingeniería o afines
- Herramientas de ITSM: ServiceNow, BMC Remedy, Jira Service Management.
- Análisis de causa raíz (RCA): metodologías como 5 Whys, Diagrama de Ishikawa, Kepner-Tregoe.
- Monitoreo y diagnóstico: experiencia con Splunk, Nagios, Zabbix, Dynatrace.
- Capacidad de gestión, adaptabilidad, proactividad para el manejo de la comunicación y resolución de problemas.
- Manejo del paquete de Ofimática
- ITIL v4 Foundation (certificación deseable): profundo conocimiento de los procesos de gestión de problemas, incidentes, cambios y activos.
TransUnion Job Title
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About The Company
TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.
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