Analyst - IT Support

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What We'll Bring TransUnion CIBIL

What You'll Bring This role is critical to our technical operations, customer support, and internal team enablement. The absence of this position poses a risk to service continuity, escalated issue resolution, and overall team performance.

Role Importance The IT Application Specialist is a key technical contributor who:

Leads product/service capabilities and understands system interdependencies and data flows.

Troubleshoots intermediate to advanced customer technical issues.

Serves as an escalation point for unresolved incidents, driving them to resolution.

Coaches and mentors team members, enhancing team capability and collaboration.

Partners with customers and KAMs Acts as the voice of the customer in IT initiatives, ensuring solutions are aligned with user needs.

Role The IT Application Specialist plays a pivotal role in ensuring the smooth functioning of our technical support and application management processes. The absence of this role creates a significant gap in our ability to:

Monitor team communication channels and contribute meaningfully to team meetings and knowledge sharing.

We liaison cross teams like DEV, Plan Product to technical discussion, enhancement of product, give priority to issues

Technical Leadership Key Responsibilities of the Role:

Lead discussions on product capabilities, system architecture, and data flow. Provide consultative support to customers and internal teams.

Escalation Management Act as a point of escalation for unresolved issues and ensure timely resolution.

Team Enablement Mentor team members, create knowledge articles, and conduct formal training sessions.

Customer Advocacy Represent the voice of the customer in IT initiatives, anticipate issues, and proactively prevent customer-impacting events.

Operational Excellence Independently manage workload, identify root causes, and implement effective solutions.

Process Improvement Drive continuous improvement aligned with TransUnion’s mission and goals.

Impact Of Not Backfilling Increased resolution time for escalated issues.

Reduced team efficiency

Higher risk of customer dissatisfaction

Delay in onboarding and technical consultation in every area.

Missed opportunities for process improvements and innovation.

Impact You'll Make NA

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Specialist I, IT Support