Root Cause Support Analyst

About the role

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.

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

Requirements

• 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

Qualifications

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

Skills

• Experience with SharePoint
• Experience with Splunk
• Experience with Salesforce
• Experience with CRM reporting tools

Benefits

• Day-one eligibility for medical, dental, and vision coverage
• Supplemental plan options (health)
• Spousal, domestic partner, and other eligible dependent coverage (select plans)
• Tax‑advantaged HSA and FSA accounts
• Company‑paid basic life and AD&D
• Optional voluntary life and AD&D for you and your family
• Short‑ and long‑term disability
• Legal plan (optional)
• Pet insurance (optional)
• Travel accident coverage (optional)
• Adoption assistance
• Fertility planning coverage
• Caregiver support
• Dependent Care FSA (possible employer match)
• Complimentary