Root Cause Support Analyst

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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

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your development in:

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

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.

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 Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Pay Scale Information:

The U.S. base salary range for this position is $67,500.00 - $112,500 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion's Internal Job Title:

Sr Analyst, IT Support

Company:

TransUnion LLC