Technical Application Support Analyst
Data & Application Consulting (Client Investigations): Responsible for the health of TransUnion's core data assets, provides analysis and insights on data content for several areas across TransUnion. Provides technical support and troubleshooting assistance on product applications and data content for TransUnion's entire customer base. Additionally responsible for defining requirements and business cases for the technology departments and end-users.
How You'll Contribute:
Under limited supervision, responsible for second level support. Respond to electronic or phone requests for technical assistance from customers and Tier I Support with TransUnion.
Respond to inbound phone and electronic requests for complex technical applications assistance for configuration/setup, operations, setups, error messages, on-line transactions, systems status and downtime procedures for any of TransUnion products and systems. For satisfactory troubleshooting and problem resolution, the job requires a strong knowledge of all products and applications that are supported and associated known software issues.
Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction and set metrics goals. Assess, prioritize, perform initial diagnostic troubleshooting and resolve issues within scope of knowledge. Communicate problem issues with other support members, IT groups and external vendors to troubleshoot system problems and resolve application issues. Utilize internal guidelines for effective call processing and escalation of reported problems to next level support representatives as needed.
Monitor and follow up with customers on open issues to insure accurate and timely resolutions are provided, expectations are set, and Service Level Agreements are met.
Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level.
Self-directed ongoing training, plus structured product or vendor related training. Keep up to date on current product versions and/or new products during specified schedules and/or off-peak hours
Identify and maintain knowledgebase articles and reference guides based on inbound issues.
Provides after-hours on-call coverage when required.
Responsible for New Hire and new product training for Support department.
Focal point for internal customers (Dev, QA, PM, or Client Manager) needing advanced troubleshooting support and assistance for product releases/updates/patches in QA and UAT environments.
Utilizes leadership skills to create and deploy new processes
Identify and implement process improvements.
Performs other related duties as assigned.
What You'll Bring:
Minimum 5 6 years' experience in a technical applications support capacity, troubleshooting and resolving complex technical applications issues with a demonstrated focus on excellent customer service skills. Must be client focused, proactive and thorough in resolving issues.
Must have experience working in an enterprise-level infrastructure environment.
Must have experience in multi-tasking and prioritizing job responsibilities. Must be flexible in resetting priorities and understanding business reasons for changing them.
Must possess ability and aptitude to make clear and quick business decisions as it pertains to technical aspect of core responsibilities in support.
Must have strong organizational skills
Credit industry experience is a plus.
Must be reliable, self-motivated and able to work independently.
Must be energetic and work with a positive attitude.
Ability to put technical issue in user terms to give customers direction and processing details. Customer type ranges from simple user/sales to technician.
Research/investigation experience-need to be able to analyze problems and perform investigations to find cause and resolution (and opportunities to improve processes).
Internet Explorer configuration experience a plus, especially with security certificates.
Experience in credit reporting field (reading & evaluating credit data).
Ability to perform duties in critical situations (escalations for high-profile customers
Requires intermediate to advanced knowledge of some or all the following:
Technical
Experience:
Operating systems: Windows XP, Windows 7, Linux, Mainframe
Querying/Scripting/Programming: UNIX scripting, Python, SQL, XPATH, C#, XML
Database applications: Oracle, Microsoft SQL, DB2
Network technologies: TCP/IP, OSI Model, Load balancers, Cisco routing and switching
Experience in credit reporting field (reading & evaluating credit data).
Additional Applications: CMS, ZENOSS, Splunk, Tidal Scheduler, Autosys
What We Offer:
We aim high and are reaching for new heights every day. This is a terrific time to join our team as we build on our commitment to integrity, service, reliability and innovation. These values stand behind the decisions we make every day, as well as our relationships at work and with the customers we serve. We believe in the power to achieve and are taking it in bold new directions.
Who We Are:
A global leader in credit information and information management services, TransUnion gives businesses, consumers and the global community the power to achieve their goals. Businesses count on us to better manage risk and customer relationships. Consumers are able to better manage credit to achieve their financial goals. And in communities around the world we help build strong economies and give people the power to achieve their dreams.
Exceptional opportunities are coming as we build on this strong foundation. Our ambitious growth strategy includes substantial new investment worldwide, a wide range of new solutions to help our customers succeed like never before, and new ideas for expanding our reach in every part of our dynamic and fast-moving industry. We're on an exciting journey and you can be a part of it.
You will be challenged to work hard and focus on results. In return, we provide a stable environment dedicated to work/life balance, with a convenient downtown Chicago location near Union Station, flexible schedules, an onsite health club, tuition and certificate reimbursement, and more. We also pride ourselves on providing a learning environment, and one that promotes from within.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
#LI-EP1
#DICE
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
How You'll Contribute:
Under limited supervision, responsible for second level support. Respond to electronic or phone requests for technical assistance from customers and Tier I Support with TransUnion.
Respond to inbound phone and electronic requests for complex technical applications assistance for configuration/setup, operations, setups, error messages, on-line transactions, systems status and downtime procedures for any of TransUnion products and systems. For satisfactory troubleshooting and problem resolution, the job requires a strong knowledge of all products and applications that are supported and associated known software issues.
Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction and set metrics goals. Assess, prioritize, perform initial diagnostic troubleshooting and resolve issues within scope of knowledge. Communicate problem issues with other support members, IT groups and external vendors to troubleshoot system problems and resolve application issues. Utilize internal guidelines for effective call processing and escalation of reported problems to next level support representatives as needed.
Monitor and follow up with customers on open issues to insure accurate and timely resolutions are provided, expectations are set, and Service Level Agreements are met.
Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level.
Self-directed ongoing training, plus structured product or vendor related training. Keep up to date on current product versions and/or new products during specified schedules and/or off-peak hours
Identify and maintain knowledgebase articles and reference guides based on inbound issues.
Provides after-hours on-call coverage when required.
Responsible for New Hire and new product training for Support department.
Focal point for internal customers (Dev, QA, PM, or Client Manager) needing advanced troubleshooting support and assistance for product releases/updates/patches in QA and UAT environments.
Utilizes leadership skills to create and deploy new processes
Identify and implement process improvements.
Performs other related duties as assigned.
What You'll Bring:
Minimum 5 6 years' experience in a technical applications support capacity, troubleshooting and resolving complex technical applications issues with a demonstrated focus on excellent customer service skills. Must be client focused, proactive and thorough in resolving issues.
Must have experience working in an enterprise-level infrastructure environment.
Must have experience in multi-tasking and prioritizing job responsibilities. Must be flexible in resetting priorities and understanding business reasons for changing them.
Must possess ability and aptitude to make clear and quick business decisions as it pertains to technical aspect of core responsibilities in support.
Must have strong organizational skills
Credit industry experience is a plus.
Must be reliable, self-motivated and able to work independently.
Must be energetic and work with a positive attitude.
Ability to put technical issue in user terms to give customers direction and processing details. Customer type ranges from simple user/sales to technician.
Research/investigation experience-need to be able to analyze problems and perform investigations to find cause and resolution (and opportunities to improve processes).
Internet Explorer configuration experience a plus, especially with security certificates.
Experience in credit reporting field (reading & evaluating credit data).
Ability to perform duties in critical situations (escalations for high-profile customers
Requires intermediate to advanced knowledge of some or all the following:
Technical
Experience:
Operating systems: Windows XP, Windows 7, Linux, Mainframe
Querying/Scripting/Programming: UNIX scripting, Python, SQL, XPATH, C#, XML
Database applications: Oracle, Microsoft SQL, DB2
Network technologies: TCP/IP, OSI Model, Load balancers, Cisco routing and switching
Experience in credit reporting field (reading & evaluating credit data).
Additional Applications: CMS, ZENOSS, Splunk, Tidal Scheduler, Autosys
What We Offer:
We aim high and are reaching for new heights every day. This is a terrific time to join our team as we build on our commitment to integrity, service, reliability and innovation. These values stand behind the decisions we make every day, as well as our relationships at work and with the customers we serve. We believe in the power to achieve and are taking it in bold new directions.
Who We Are:
A global leader in credit information and information management services, TransUnion gives businesses, consumers and the global community the power to achieve their goals. Businesses count on us to better manage risk and customer relationships. Consumers are able to better manage credit to achieve their financial goals. And in communities around the world we help build strong economies and give people the power to achieve their dreams.
Exceptional opportunities are coming as we build on this strong foundation. Our ambitious growth strategy includes substantial new investment worldwide, a wide range of new solutions to help our customers succeed like never before, and new ideas for expanding our reach in every part of our dynamic and fast-moving industry. We're on an exciting journey and you can be a part of it.
You will be challenged to work hard and focus on results. In return, we provide a stable environment dedicated to work/life balance, with a convenient downtown Chicago location near Union Station, flexible schedules, an onsite health club, tuition and certificate reimbursement, and more. We also pride ourselves on providing a learning environment, and one that promotes from within.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
#LI-EP1
#DICE
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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