Second Level Operations Service Analyst

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Job description

Purpose of the position:

Contribute to strengthening the customer experience through specialized second-level support in the operations area. The role holder will be responsible for managing, analyzing, and resolving requests related to access, ensuring an agile, accurate response aligned with the quality standards defined by the organization. This role is key to ensuring operational continuity, internal customer satisfaction, and compliance with service level agreements (SLA).

• Guarantee the quality and veracity of the information supplied by subscribers through controls that allow detecting risk points.
• Ensure, in accordance with the company's established policies, the processing and attention of requests.
• Optimize productivity and processing times.
• Identify opportunities for improvement for each of the assigned processes.
• Have excellent ability to work in a team and collaborate with others.
• Possess the ability to communicate effectively with different areas and levels of the organization.
• Time availability when required.

Deliverables:

1. Access request management

2. Follow-up and proper closing of escalated cases.

3. Detailed and accurate documentation of each case handled.

4. Case analysis and continuous improvement

5. Compliance with delivery times and quality

6. Customer service with added value

Responsibilities of the position:

1. Attend, validate, and execute access requests for applications and platforms, in accordance with security and compliance protocols.

2. Ensure timely, accurate, and SLA-compliant attention to all managed requests, minimizing reprocesses and ensuring customer satisfaction.

3. Provide analytical, empathetic, and resolute attention, generating value in each request.

4. Propose and implement improvement, automation, or digitalization initiatives for processes, including corrective and preventive action plans that optimize operational efficiency.

5. Prepare and update operational manuals, procedures, and user guides, promoting standardization and continuous improvement of processes.

6. Ensure that all operational actions comply with information security policies and current internal regulations.

7. Perform root cause analysis for recurrent problems, proposing definitive and preventive solutions.

Qualifications

Education:

• Professional/Technical or technologist in administrative areas.

Experience:

• 2 years of experience in customer service, information analysis, database management.

Required technical knowledge:

• Database Management, CRM (Salesforce) • Excel • PowerPoint
• Skill in information analysis
• Customer service
• Office
• Bizagi (process management applications), portal applications, other product and/or service applications.