Root Cause Support 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

Team Overview

The Root Cause Support Analyst partners with technology, engineering, sales, delivery, compliance, risk, and legal teams to turn complex technology incidents into clear, customer-friendly root cause analyses. The role manages each RCA from intake through final approval, explains what happened and why, and documents the actions. This role will report to the Manager of IT Support.

Role Overview and Core 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
• Joins and gathers pertinent details from technical bridge calls / problem review meetings
• Responds in timely manner to support related inquiries
• Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability
• Informs customers of impactful IT events and maintains updates through resolution
• Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team

Required Knowledge and Experiences

• 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

Required Technical Skills

• Microsoft office suite, inclusive of Excel, PowerPoint, Access, Word and Outlook

Preferred Skills

• Experience with Sharepoint, Splunk, Salesforce, CRM reporting tools

Benefits that support every part of your life:

For Your Health

Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection

We've got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑and long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family

From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future

Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently.

For You

Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness

Access 24/7 support including professional therapy, coaching, and emotional well‑being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans' Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion's Aff…