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TransUnion's Job Applicant Privacy NoticePersonal Information We CollectYour Privacy Choices 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 equivalent4+ years providing written customer facing communications4+ years in technology and/or IT customer support position4+ 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 documentsSupporting the RCA development process and related tickets associated with RCA requestsReviewing RCA documents with top customersSupporting follow-up questions from customers related to incidents that RCAs were provided forCreates formal customer facing communications summarizing technical events* Works with Legal and TransUnion technical teams to finalize formal communicationsDistributes communications to Transunion sales and customer contactProvides intra-incident communications to TransUnion customer base providing status of an on-going eventCommunicates complex technical events in a high level customer appropriate mannerJoins and gathers pertinent details from technical bridge calls / problem review meetingsResponds in timely manner to support related inquiriesCreates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availabilityInforms customers of impactful IT events and maintains updates through resolutionAttends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team 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, comm