Technical Business Sr Analyst

TransUnion's Job Applicant Privacy Notice

What We'll Bring:
We are seeking a highly skilled and motivated individual to join our team as a Technical Business Sr Analyst. In this role, you will play a crucial part in developing and enhancing our consumer chat & messaging platforms, focusing on chatbot and agent performance, training, and continuous improvement.

Key Responsibilities:

&bull Dashboard and Metrics Creation: Develop and maintain dashboards, metrics, and reporting systems to monitor and improve the performance of chatbots and agents deployed globally.

&bull Requirement Gathering: Collaborate with various business areas to gather and document requirements, ensuring the development team has all the necessary information to size and develop projects and enhancements.

&bull Project Execution: Along with the PMO, plan and prioritize the work of the development team, ensuring projects are executed efficiently and effectively.

&bull Collaboration: Work closely with business and consumer service teams, schedule and lead meetings with third parties, and manage stakeholder communication.

&bull Performance Monitoring: Analyze and propose improvements for messaging channels to better meet customer needs and enhance the overall experience.

&bull Training Coordination: Establish and coordinate training plans on consumer service tools and platforms for stakeholders within the company.

What You'll Bring:

As the Technical Business Sr Analyst, you'll have a significant impact on our organization by:

&bull Collaborating with different teams to identify and resolve technical production issues.

&bull Removing and addressing impediments/barriers for project implementation.

&bull Executing the scope of work for projects.

&bull Managing stakeholder communication (new releases, training adjustments, etc.).

&bull Leading the implementation of strategies to improve channel performance and measure consumer satisfaction.

&bull Developing relationships with third parties, business areas, technical areas, and stakeholders to ensure the success of consumer service channels.

&bull Ensuring that changes and improvements are implemented efficiently and timely.

&bull Establishing and coordinating training plans on consumer service tools and platforms for different stakeholders within the company.

Impact You'll Make:

&bull Experience: At least 4+ years of experience as a Business Analyst, with a focus on analyzing chatbot performance metrics and designing business processes involving chatbots in customer service channels.

&bull Project Management: Experience in managing implementation projects for customer service teams.

&bull Technical Knowledge: Familiarity with messaging chatbots and related technologies is a plus.

&bull Tools: Proficiency in Confluence is a must. Experience with Smartsheet, Jira, and Agile methodologies (Scrum or Kanban) is highly desirable.

&bull Communication: Proven ability to collaborate and communicate effectively with other teams, including business, consumer service, and software development.

&bull Decision Making: Ability to make informed decisions based on data and consumer feedback.

&bull Performance Monitoring: Ability to monitor performance and consumer satisfaction and take action to improve it.

&bull Industry Experience: Previous Call Center and back-office knowledge/experience is preferred.

&bull Language Skills: Bilingual in English and Spanish.

Additional Information:

This is a remote position for candidates in Costa Rica, which may require occasional in-person attendance at work-related events at the discretion of management.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Sr Analyst, Consumer Capability