TransUnion's Job Applicant Privacy Notice **What We'll Bring:** Coordinate and supervise the Level 1 applications support team, ensuring timely and efficient handling of incidents and requests related to internal and external applications used by B2B customers and internal users. Act as the first point of technical and functional escalation, guaranteeing operational continuity and customer satisfaction. Manage available resources to achieve the proposed objectives in terms of time, cost, scope, and quality, keeping information and documentation of each request updated through the management tools provided by TU. The goal is that your contributions help increase and/or improve customer experience, ensuring follow-up on incidents or requests until they are properly resolved. **What You'll Bring:** **HOW WILL YOU CONTRIBUTE? (responsibilities)** * Lead the Level 1 support team by assigning tasks and monitoring compliance with response and resolution SLAs. * Ensure the handling and resolution of incidents and requests related to business applications, CRM, customer portals, scoring tools, etc. * Guarantee the escalation of complex cases to Levels 2 and 3, ensuring clear and complete documentation. * Ensure the Level 1 applications support team meets SLOs. * Ensure execution of pre- and post-implementation testing for new application versions or patches before release. * Monitor application performance and generate availability and failure reports. * Document procedures, solutions, and lessons learned in the knowledge base. * Train the team on new features, tools, and best practices. * Ensure compliance with security, privacy, and business continuity policies. * Implement continuous improvement actions within the area, focusing on response times, documentation, and internal processes. **Impact You'll Make:** **WE'D LOVE TO SEE! (requirements)** * Bachelor’s degree in systems engineering, computer science, or related field. * Minimum of 5 years of experience leading technical support teams and service desks in corporate environments. * At least 2 years of experience in technical or functional application support. * Specialized in enterprise application support management, ensuring operational continuity, efficient incident resolution, and continuous process improvement. * Desired experience in financial sector companies, fintechs, or credit bureaus. * Proficiency with ticketing tools (e.g., ServiceNow, Jira, Zendesk). * Basic knowledge of databases (SQL), APIs, and service monitoring. * Familiarity with ITIL processes (Incidents, Problems, Changes); certification is desirable. * Experience managing reports and metrics to ensure proper management and high-quality service in handling customer requests at TU. * Experience with office and project management tools such as Microsoft Excel, Word, PowerPoint, Visio, and Project. * Ability to build effective relationships and communicate assertively with a customer-oriented approach. * Skills in delivering high-impact presentations. * Strong analytical skills to understand the scope of reported incidents, requests, and issues. * Good verbal, written, and negotiation skills. * Availability to lead a 7\*24\ operation. 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 Associate Lead, Applications Support