Root Cause Analytics Lead

TransUnion LLC; Chicago (IL); On-site; USD 68,000 - 113,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Employee Stock Purchase Plan (ESPP)

Paid holidays

Job summary

TransUnion LLC is seeking a Root Cause Support Analyst who partners with technology, engineering, sales, delivery, compliance, risk, and legal teams to convert complex incidents into clear root cause analyses. You will manage RCAs from intake to approval, explain what happened and why, and document actions, reporting to the Manager of IT Support.

You will create RCA documents, support RCA development, review RCA outputs with top customers, and craft concise customer-facing communications during

Qualifications

• Bachelor's degree in business or computer science and/or the equivalent.
• 4+ years experience providing written customer facing communications
• 4+ years experience in technology and/or IT customer support position

Responsibilities

• Creating Root Cause Analysis documents
• Supporting the RCA development process and related tickets associated with RCA requests
• Reviewing RCA documents with top customers
• Distributing communications to TransUnion sales and customer contact
• Communicating complex technical events in a high level customer appropriate manner
• Attending customer facing touchpoint meetings to review recent support incidents and metrics

Skills

Written communications

IT customer support

Education

Bachelor's degree in business or computer science

Tools

Microsoft Office Suite

SharePoint

Splunk

Salesforce

Job description

TransUnion LLC is seeking a Root Cause Support Analyst who partners with technology, engineering, sales, delivery, compliance, risk, and legal teams to convert complex incidents into clear root cause analyses. You will manage RCAs from intake to approval, explain what happened and why, and document actions, reporting to the Manager of IT Support.

You will create RCA documents, support RCA development, review RCA outputs with top customers, and craft concise customer-facing communications during