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　　What We'll Bring:

　　&bull Expert level knowledge of product / service capabilities, system interdependencies, and technical tools for troubleshooting all ranges of customer technical questions and incidents.

　　&bull Serve as escalation point for Analyst and Sr. Analysts by doing the following:

　　o Drive escalated items to resolution

　　o Provide guidance / coaching to other team members

　　o Monitor team chat board for questions

　　o Share information with the team

　　&bull Expert level communication skills pertaining to customers, sales, and internal actions as follows:

　　o Clearly explain complex issues

　　o Share an appropriate level of detail depending on the audience

　　&bull Willingness to partner with customer and sales organization to provide technical consultative / onboarding support (if applicable)

　　&bull Ability to be the voice of the customer by:

　　o Contributing to US Information Technology initiatives ensuring the new solution is designed with the customers' needs in mind.

　　o Anticipating customer issues and questions.

　　o Taking action to prevent customer-impacting occurrences

　　&bull 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.

　　&bull Be a catalyst for process changes:

　　o Encourage process improvement based on TransUnion and team mission / goals.

　　o Manage complex internal team initiatives to achieve routine operational excellence.

　　&bull Independently manage work load of customer reported problems, requests, and internal support needs.

　　&bull 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.

　　What You'll Bring:Experience with relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables) as follows:Triaging connectivity and digital certificatesAnalyzing evaluating and troubleshooting data and data formatsCredit reporting (reading & evaluating credit data)7+ years of technical customer support experienceBachelor degree in Computer Science, Information Technology, or related field.Impact You'll Make:Support customer facing Global technology projects.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 - 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 issuesTransUnion Job Title

　　Sr Analyst, IT Support