IT Service Desk - Analyst
Job Summary
Job Description
- 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.
- 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 that makes trust possible in the modern economy. We do this by providing an actionable picture of each person so they can be reliably represented in the marketplace. As a result, businesses and consumers can transact with confidence and achieve great things.
This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world.
A leading presence in more than 30 countries across five continents, TransUnion provides solutions that help create economic opportunity, great experiences and personal empowerment for hundreds of millions of people.
We call this Information for Good®—it’s our purpose, and what drives us every day.
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