Root Cause & Incident Communications Analyst

transunion; Chicago (IL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with employer match

Paid time off

Job summary

TransUnion in Chicago is seeking a Root Cause Support Analyst to partner with technology, engineering, sales, delivery, and legal teams to transform complex incidents into clear root cause analyses. You will own RCAs from intake to final approval, explain what happened and why, and document actions for customers.

The role requires strong written communication, solid experience in IT support, and the ability to create customer-facing reports and communications while coordinating with Legal and

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.
• Supporting follow-up questions from customers related to incidents that RCAs were provided for.
• Creates formal customer facing communications summarizing technical events.
• Works with Legal and TransUnion technical teams to finalize formal communications.
• Distributes communications to TransUnion sales and customer contact.
• Provides intra-incident communications to TransUnion customer base providing status of an on-going event.
• Communicates complex technical events in a high level customer appropriate manner.

Skills

MS Office Suite

Experience communicating to customers

Education

Bachelor's degree in business or computer science

Tools

SharePoint

Splunk

Salesforce

Job description

TransUnion in Chicago is seeking a Root Cause Support Analyst to partner with technology, engineering, sales, delivery, and legal teams to transform complex incidents into clear root cause analyses. You will own RCAs from intake to final approval, explain what happened and why, and document actions for customers.

The role requires strong written communication, solid experience in IT support, and the ability to create customer-facing reports and communications while coordinating with Legal and