Technical Business Analyst
Overview of Role
Dynamics of the Role
The Business Relationship Senior Analyst is responsible for working with other operational centers or departments and identifying and rationalizing their demands for services / capabilities that can be transitioned into the Global Operation Center (GOC) and TransUnion Consumer Interactive (TUCI).
The Team’s Focus
The individual in the position works with various other teams to stimulate, surface, and shape business demand for GOC\TUCI services, capabilities, and products. They engage to ensure that the business, and other operations support teams strategically and fully leverages GOC capabilities and services (to the extent they can). They ensure that the GOC and TUCI service catalogs and capabilities enable business strategies.
How You’ll Contribute:
•Establishes and maintain a positive relationship with customers, internal and external, to ensure that appropriate services are developed to meet the need of both existing and potential customers.
•Works with Global Support Initiative to define scope of integration project for Operation Centers both Global and domestic.
•Captures customer requirements and agree service level targets with customers who request the provision of existing standard services. (no modifications to existing Supporting Services are necessary in order to fulfill the customer's needs)
•Ability to perform as a strategic partner, contributing to business strategy formulation and shaping business demand for the provider’s services.
•Collaborates with others (e.g. GOC\TUCI management, other Ops center personnel, operations support teams, etc.) for the purpose of building partnerships, as well as implementing and maintaining services and/or programs.
•Record / monitors customer concerns and compliments, to assess the complaints and to instigate corrective action if required along with continuously monitoring the processing status of outstanding customer complaints and to take corrective action if required.
•Work with the team managers to assure adherence to standards and policies. Develop and implement standardized processes and procedures by identifying best practices and gaining consensus to establish best practices as the standard.
•Provide clarification on standards and policies. Ensure service levels are consistent with defined business needs
•Participates in meetings, workshops and seminars for the purpose of conveying and/or gathering information required to perform functions.
•Jointly, with the operations teams, define measures for quality and service level expectations. Analyze measures to help teams adhere to standards and ensure standard practices are resulting in desired service level expectations.
•Define and develop business cases to gain business leader approval to adopt IT operation standards, processes, and procedures.
•Proactively recommend courses of action to maintain alignment of processes across all IT Operation Centers.
•Performs other related duties as assigned
What You’ll Bring:
•Bachelor’s Degree in a related technical field, or demonstrated real world experience.
•3-5 years’ experience in technical support or similar role
•Prior Project Management experience
•Proficient in Microsoft Project
•Strong understanding of disparate application architectures and environments
•Ability to work with developers and infrastructure teams in identification of work being performed
•Proficiency in documentation of technical standards
•Ability to assess and prioritize faults and respond and/or escalate accordingly.
•Strong analytical skills and able to collate and interpret data from various sources for troubleshooting
•Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
•Curiosity and ability to learn new technologies quickly
•Advanced written and verbal communications skills.
•Demonstrated ability to execute and perform timely follow-up to ensure customer satisfaction.
•Experience in the use of project management tools and methodologies to manage project plans.
•Ability to represent TU in a positive manner when interacting with customers and other operational teams.
•Forward thinker with ability to instill quality in every aspect of the job function
•Ability to instill quality in every aspect of the job function
Who We Are
At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.
Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.
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.