Root Cause Support Analyst
Core
Create root cause analysis (RCA) documents and manage the related development process and request tickets for complex technical incidents. (via careerplan.io/jobs/Transunion-Root-Cause-Support-Analyst-root-cause-support-analyst-at-transunion)
Role type
Senior IC IT Support Analyst (Root Cause Analysis)
Builds
Customer-facing RCA reports, incident summaries, and support statistics
Domain
IT Operations / Customer Support
Required skills
Root cause analysis, written customer-facing communications, incident management, technical event explanation, stakeholder communication, report preparation, meeting facilitation, data analysis
Preferred skills
CRM reporting, Splunk, Salesforce, SharePoint, Microsoft Office (Excel, PowerPoint, Access, Word, Outlook)
Responsibilities
Create root cause analysis (RCA) documents and manage the related development process and request tickets; Review RCA documents with key customers and respond to their follow-up questions about incidents; Prepare formal customer communications that summarize technical events, working with our Legal and technical teams to finalize them; Distribute communications to our sales teams and customer contacts; Provide customers with updates during ongoing incidents and keep them informed through resolution; Join technical bridge calls and problem review meetings to gather relevant details; Prepare customer-facing reports on processing statistics, system availability, and recent events affecting availability
Seniority
Senior, hands-on IC
