Analyst - IT Support

Experience: Not Available to Not Available years

Location: Mumbai - One World Center

Skills: Technical Leadership, Escalation Management, Team Enablement, Customer Advocacy, Operational Excellence

TransUnion's Job Applicant Privacy Notice
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.
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.
• Liaison cross teams like DEV,



Plan Product to technical discussion, enhancement of product, give priority to issues.
Key Responsibilities of the Role:
Technical Leadership:
• 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

📌 Analyst IT Support (Mumbai)
🏢 TransUnion
📍 Mumbai