Sr Analyst, Application Support

| Chicago

What We'll Bring:

A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile. Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.

Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.

 

What You'll Bring:

  • Intermediate to advanced knowledge of product / service capabilities, system inter dependencies, and technical tools for troubleshooting all ranges of customer technical questions and incidents. 
  • Advanced communication skills pertaining to customers, sales, and internal actions.
  • Ability to clearly explain complex issues.
  • Capability to share an appropriate level of detail depending on the audience.

 

What we'd like to see:

  • Ability to provide mentoring of technical, functional, and customer service expertise and promote collaboration among and within teams including formal periodic team training, knowledge article creation, data gathering / dashboard enhancements.
  • Willingness to be a catalyst for process changes.
  • Experience identifying, proposing and implementing process improvements.
  • Capability to manage complex internal team initiatives to achieve routine operational excellence.

 

Impact You'll Make:

  • Respond to support cases requesting technical assistance from customers and / or first level TransUnion support.
  • Partner with customer and sales organization to provide technical consultative / onboarding support (if applicable).
  • Efficiently obtains understanding of assigned support items, identifies root cause and impact of issue, determines best course of action to fully address customer reported issues and requests.
  • Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction and set metrics goals.
  • Document all communications with customers and interdepartmental constituents related to outstanding technical issues in order to escalate to next level.
  • As needed, collaborate / partner with next level support to ensure timely incident resolution
  • Monitor and update customers on open issues to ensure accurate and timely resolutions are provided, expectations are set, and Service Level Agreements are met.
  • Provide after-hours on-call coverage when required.

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SASLanguages
    • HadoopLanguages
    • TableauLanguages
    • AccessDatabases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • Microsoft ProjectManagement
    • TumblrCMS
    • HubSpotCRM
    • IntercomCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • Campaign MonitorEmail
    • MailChimpEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

555 W Adams St, Chicago, IL 60661

What are TransUnion Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Start your day at TU by grabbing an Intelligentsia coffee or a tasty, hot breakfast from our onsite café. Head up to your workspace where you'll get down to business amidst the inspiring backdrop of beautiful downtown Chicago. Brainstorm onsite with team members in a variety of colorful huddle rooms or collaborate cross-functionally with our offices around the world via video conference, Skype or our intranet. Check things off your to-do list as you continually make progress on key business initiatives. Need a quick break? Challenge your colleagues to a game of ping-pong, pool, foosball, pop-a-shot or Mario Kart in one of our three onsite game rooms. Ready to hit the gym? We have one right downstairs complete with a personal trainer and a selection of free instructor-led fitness classes. Keep your energy up. Take a conference call at one of our walking or bicycle desks. Then attend the quarterly town hall to hear from the TU leadership team on progress in the current quarter and plans for the next. After a day of innovation, wind down in one of our massage chairs or join your colleagues at North Avenue for a game of league volleyball, sponsored by TU!

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