Join to apply for the IT Service Management Analyst role at TransUnion

TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring

We’re looking for a IT Service Management Analyst to join our growing team on a 12-month maternity cover contract. This role will act as a key analyst within the IT Service Management team and plays a key role in ensuring stability, efficiency, and continuous improvement of our IT service delivery. You’ll work across teams to manage incidents, changes, and problems, while driving service excellence through data, automation, and process optimization.

Day To Day You’ll Be

• Support the ITSM ITIL aligned process teams with their day to day operation with tasks.
• Collaborate with engineering and support teams to progress Incident, Problem and Change tickets.
• Production of MI and reporting in line with daily, weekly, monthly schedules.
• Supporting the Service Delivery Managers by completing assigned tasks relating to Client relationships such as monthly reporting and service improvement plans.
• Act as a bridge between IT, product, and business teams to ensure alignment on service priorities.
• Support the communications process during major incidents and coordinate communications with stakeholders.
• Collate and maintain a client view of the Forward Schedule of Change (FSC), liaising with Client Management for client communication of FSC.
• Support the demand management forecasting through attending the monthly product reviews and maintain the Demand MI.
• Identify opportunities to streamline ITSM processes using automation and integrations.
• Support audits, compliance, and governance activities.
• Adapt and prioritize tasks effectively to meet shifting priorities and deadlines.
• 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.

Essential Skills & Experience

• Previous experience of working in an IT Service Management and Service Delivery team/environment.
• Previous experience of working in a Client/Consumer facing role.
• Knowledge of ITIL framework
• Excellent communication and stakeholder engagement abilities.
• Strong analytical and problem-solving skills.
• The ideal candidate thrives in dynamic environments, communicates effectively, and is passionate about delivering exceptional service.

Benefits

• 26 days’ annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or gender identity.