REMOTE Problem Management Analyst Senior

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Experian Consumer Services

• Manage Problem Record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans
• Clear understanding of how tools should be used to support problem management process activities
• Pro-actively identify operational issues and trends
• Provides appropriate reporting and drives resolution working directly with Service Providers
• Monitors Problem Management performance metrics and Key Performance Indicators (KPIs)
• Facilitates and participates in Problem Management meetings with focus on recent major incidents, Root Cause Analysis status, Incident trending, operational issues, and implementation of well defined Corrective Actions
• Creating, updating, and management of Problem Records
• Driving investigations across Experian Business Units and 3rd Parties to identify the root cause of Problems, mitigating actions, and service improvement initiatives (Including People, Process and Technology elements)

Other Key Responsibilities:

• Single point of contact for all the problems.
• Monitor Problems to ensure that the Service Level Agreements are respected
• Monitors the effectiveness of error control and makes recommendations for improvements
• Follow up on issues and progress with Problem owners where necessary
• Responsible for preparing daily/weekly/monthly Problem Management reports
• Demonstrates analytical and systematic approach to Problem solving
• Ability to absorb rapidly new technical information and apply it effectively

• Proven working experience (minimum 5 years) in Incident / Problem Analyst / Manager Role
• Detailed knowledge of the ITIL Incident and Problem Management processes
• Good understanding of Change, Configuration, and Availability processes
• The ability to work and team effectively with clients and other management personnel
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams
• Excellent awareness of different cultures and working practices across regions
• Excellent judgment, tact, and decision-making ability
• Excellent Microsoft Office experience, predominantly Excel, Visio, and PowerPoint
• Coordination skills: managing (complex) IT technical investigations

Perks

• Experian offers flexible benefits and compensation packages that allow our employees to make choices that fit their individual lifestyles. Some of the benefits that we provide for full-time employees include the following:
• Medical, Dental, Vision and Life Insurance
• Minimum 15 days flexible time off, additional sick time, plus 12 paid holidays
• 401K and company matching

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.