Root Cause Support Analyst

TransUnion is seeking a motivated Root Cause Analysis (RCA) support analyst for Global Service and Support. This hybrid role involves creating, reviewing, and supporting RCA documents with top customers, as well as managing related tickets. The analyst will also be responsible for drafting and distributing formal customer-facing communications regarding technical events, providing intra-incident updates, and responding to support inquiries. Key requirements include a Bachelor's degree or equivalent, 4+ years in customer-facing communications and IT support, and proficiency in Microsoft Office Suite. The position offers 24x7 on-call support as part of a rotation.

Must Have

• Bachelor’s degree in business or computer science or equivalent
• 4+ years in written customer-facing communications
• 4+ years in technology or IT customer support
• 4+ years experience with Microsoft Office Suite
• Create Root Cause Analysis (RCA) documents
• Support RCA development process and tickets
• Review RCA documents with top customers
• Support customer follow-up questions on incidents
• Create formal customer-facing technical communications
• Collaborate with Legal and technical teams on communications
• Distribute communications to sales and customer contact
• Provide intra-incident status updates to customers
• Communicate complex technical events clearly
• Gather details from technical bridge calls
• Respond timely to support inquiries
• Create customer-facing reports on processing statistics
• Inform customers of IT events and updates
• Attend customer touchpoint meetings
• Provide 24x7 on-call support (rotation)

Good to Have

• Experience in Sharepoint
• Experience in Splunk
• Experience in Salesforce
• Experience in CRM reporting tools

Perks & Benefits

• Flexible time off for exempt associates
• Paid time off for non-exempt associates
• Up to 12 paid holidays per year
• Health benefits (medical, dental, vision plan options, 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
• Access to TransUnion’s Employee Resource Groups
• Spousal, domestic partner, and other eligible dependent coverage on select health and welfare plans

What We'll Bring:

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.

What You'll Bring:

• 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

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your development in:

• Experience in using the following the following tools is strongly preferred (Sharepoint, Splunk, Salesforce, CRM reporting tools)

Impact You'll Make:

• 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)

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

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.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting ERCoE@transunion.com.

Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.