Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

Job Description

What you will be doing:

• Manage Problem Records through to resolution, including root cause analysis.
• Ensure that problem records are well documented and tracked.
• Ensure that problem actions are well documented to ensure that root cause investigations can be carried out.
• Work with wider IT service teams to coordinate the management of problem records, by ensuring appropriate updates against the progress of Problem records.
• Build relationships with the multiple technological and application teams and leveraging these relationships as an escalation point for the team in managing problem investigations.
• Ensure that escalation and communication to Experian management is conducted.
• Work with the Head of Problem Management to help create problem management working practices.
• Support the reporting of problem management activities.
• Carry trend analysis to minimize repeat incidents and identify themes and manage further investigations.

Qualifications

What you will bring:

• Background in service operations and customer-facing roles, with 3+ years of Incident or Problem Management experience
• Background in working across multiple countries and cultures
• ITIL Intermediate - Service Operations qualification is an advantage
• Ability to facilitate cross team activities and lead restoration of service and problem resolution
• Ability to understand impact on Service Level Agreements
• Ability to guide the identification of workarounds and permanent solutions
• Management Report writing skills
• Good data analysis skills, focusing across all incident and problem priorities
• Excellent verbal and written English

Additional Information

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & book.
• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
• Opportunity for Flexible working hours and Home Office.

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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