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Experian
Nottingham, East Midlands, United Kingdom
9 days ago
Experian
London, Central London, United Kingdom
9 days ago
Experian
Nottingham, East Midlands, United Kingdom
9 days ago

Description

Company Description

Global Decision Analytics (GDA) is a strong growth business for Experian, that has experienced rapid growth, generating $1.2 Billion in annual revenue in FY20. The business line is core to Experian’s strategic plans and a critical element of its growth ambitions now and in the future. 

Currently comprised of three main product lines, GDA uses the latest in advanced analytics to help businesses build and protect trusted relationships with customers. Decision Analytics achieves this in a number of ways, whether that be through business intelligence and strategy to turn complex data into actionable insight or through fraud compliance and management to minimize fraud losses while preserving the customer experience.

GDA is the only global product line and occupies a market leading position in Experian’s main regions across a multitude of industry verticals – notably in financial services, telecommunications and public sector. GDA is split between three divisions; Decisioning, Identity & Fraud and Analytics.

Job Description

The Experian One Support Analyst role is a key member of the Global Product Support (GPS) team for support SaaS product and services on the ‘Experian One (E1) cloud platform’ including Decision Analytics and ID&F (Identity and Fraud) products.

The GPS team is part of the E1 Support Centre working closely with the Site Reliability Engineering (SRE) team, regional support teams globally and other resolver groups, to ensure tickets (incidents and problems) are owned, correctly prioritised, followed up and resolved within SLA.

Responsibilities:

  • Resolution of E1 issues, typically, working with regional and global teams to ensure tickets are triaged, owned, progressed and resolved within SLA. This includes leading swarming with regional teams and global experts to resolve complex issues. The swarming model is a collaboration model which prioritises client experience and faster resolutions of incidents by getting the right people to work on issue together as quickly as possible
  • Investigation of issues, including trying to reproduce the issue if required. This will typically be tickets related to base software/product and use case solution issues;
  • Raising of Problem tickets and driving Problem resolution within Global
  • Analysis and troubleshooting of base software/product issues, escalating any defects to GSG Engineering (Development) teams
  • Proactively diagnose and deep dive on /deep dive on errors and/or underlying issues highlighted in daily transaction reporting based on logs
  • Contribute to Root Cause Analysis for issues and problems ensuring they are managed to resolution and improvements are implemented
  • Ensure best practice for end to end support of tickets for activated and live clients including efficient application of the swarming model and maintenance of the support runbook as a single point of reference across all regions and global. This includes recommend process and service improvements
  • Ownership and management of E1 knowledge base relating to E1 incidents based on the Knowledge centred service (KCS) principles.

Daily responsibilities will also include:

  • Managing the backlog with regions, ensuring ownership of tickets assigned to Global
  • Analysis and troubleshooting of issues including trying to reproduce the issue where applicable. This may include contacting reporters (typically from the regional team), who logged the issue to elicit further information
  • Refer tickets to experts within GPS as required
  • Set up and/or participate in swarms to ensure tickets can be quickly resolved with the right experts within global, regions or other resolver groups
  • Working with the development engineering teams on software and product issues
  • Handling a range of technical cases at any one time at all different complexities
  • Documenting solution and producing knowledge articles on resolution steps and procedures


Requirements

What are we looking for:

  • Bachelor’s degree in Computer Science or related field or equivalent experience
  • ITIL certification/ITSM (IT Service Management) experience to align IT services with the needs of the business 
  • Proven hands-on software development and/or support experience
  • Experience developing applications using
  • Java programming standards and methodologies
  • Open-source technologies such as IntelliJ, bitbucket, Jenkins etc
  • Experience of cloud computing technologies (Docker, Kubernetes, Openshift, AWS) and monitoring and alerting tools such as Splunk and Dynatrace

What else will you ideally have:

  • Great communication skills to deal with multiple stakeholders at all levels and across different regions
  • Troubleshooting and problem-solving skills to deal with a wide range of issues encountered
  • Ability to enquire, learn and challenge in order to make improvement and ensure best practice is followed
  • Ability to adapt and contribute to change as the Experian Cloud First strategy evolves

What do we offer:

  • Fantastic learning and career development opportunities in a fast-growth and truly dynamic FTSE Top-100 business.
  • Exposure to advanced technology and superb training; Experian has been listed in the worlds Top-100 Most Innovative Companies for 5 years running!
  • Extensive benefits including bonus, share options scheme, generous pension and life assurance, 25 days holiday with 8-day buy/sell as well as a huge array of wider benefits and services.
  • A positive, collegial, supportive and family focussed culture with well-being at it’s core and focus on flexibility and work-life balance.

Equal Employment Opportunity Statement:

It is the policy of Experian to provide equal employment opportunities to all employees and applicants for employment. All employment practices such as recruitment, selection, promotions, and other terms and conditions of employment are administered in a manner designed to ensure that employees and applicants for employment are not subjected to discrimination on the basis of race, colour, national origin, ancestry, religion, citizenship, age, gender, gender expression or identity, sexual orientation, marital status, disability, pregnancy, medical condition, genetic information, protected veterans, or any other protected characteristic under applicable law.

Job Information

  • Job ID: 58147093
  • Location:
    Nottingham, East Midlands, United Kingdom
  • Position Title: Senior Support Analyst
  • Company Name: Experian
  • Job Function: Information Technology
  • Job Type: Full-Time
  • Min Education: Degree

Please refer to the company's website or job descriptions to learn more about them.

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