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TransUnion

Sr. Technical Product Support Analyst

What We'll Bring:
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation - we're consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.
What You'll Bring:

  • Expert level knowledge of product / service capabilities, system interdependencies, and technical tools for troubleshooting all ranges of customer technical questions and incidents.
  • Serve as escalation point for Analyst and Sr. Analysts by doing the following:

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  • Drive escalated items to resolution
  • Provide guidance / coaching to other team members
  • Monitor team chat board for questions
  • Share information with the team
  • Expert level communication skills pertaining to customers, sales, and internal actions as follows:
    • Clearly explain complex issues
    • Share an appropriate level of detail depending on the audience
  • 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:
    • Contributing to US Information Technology initiatives ensuring the new solution is designed with the customers' needs in mind.
    • Anticipating customer issues and questions.
    • 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, data gathering / dashboard enhancements.
  • Be a catalyst for process changes:
    • Encourage process improvement based on TransUnion and team mission / goals.
    • Manage complex internal team initiatives to achieve routine operational excellence.
  • Independently manage work load of customer reported problems, requests, and internal support needs.
  • Efficiently obtain understanding of assigned support items, identify root cause and impact of issue, determines best course of action to fully address customer reported issues and requests.


We'd love to see:
  • Experience with relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables) as follows:
    • Triaging connectivity and digital certificates
    • Analyzing evaluating and troubleshooting data and data formats
    • Credit reporting (reading & evaluating credit data)
  • 7+ years of technical customer support experience
  • Bachelor degree in Computer Science, Information Technology, or related field.

Impact You'll Make:
  • In the first 90 days - support TransUnion customers with a range of technical support needs. Less complex items at first (account management, digital certificates, basic application knowledge) and you will progress gradually into supporting more complex items (customer onboarding, testing support, credit file investigations)
  • What you'll accomplish beyond 90 days - extensive knowledge in TransUnion products and services, deep relationships across the sales and support organizations, training newer team members, leading customer and product Onboarding initiatives, providing after hours support for urgent issues

TransUnion Job Title

Sr Analyst, IT Support

Job ID: transunion-19004874
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • On-Site Gym
    • Mental Health Benefits
    • Virtual Fitness Classes
    • Pet Insurance
  • Parental Benefits

    • Adoption Assistance Program
    • Fertility Benefits
    • Family Support Resources
    • Adoption Leave
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Happy Hours
    • Some Meals Provided
    • On-Site Cafeteria
    • Company Outings
    • Holiday Events
  • Vacation and Time Off

    • Personal/Sick Days
    • Volunteer Time Off
    • Unlimited Paid Time Off
    • Paid Holidays
    • Paid Vacation
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Stock Purchase Program
    • Performance Bonus
    • Financial Counseling
    • Company Equity
  • Professional Development

    • Leadership Training Program
    • Tuition Reimbursement
    • Access to Online Courses
    • Internship Program
    • Associate or Rotational Training Program
    • Learning and Development Stipend
    • Promote From Within
    • Lunch and Learns
    • Mentor Program
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

Company Videos

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