高级服务运营分析师
Senior Service Operations Analyst
#### 公司简介
Experian 是一家全球数据服务公司，帮助组织和个人管理风险并做出明智的决策。我们在关键时刻赋能个人和企业，从购买房屋到扩展客户群。拥有超过 125 年的经验，我们专注于数据收集、分析和欺诈预防。我们在 30 个国家拥有 21,700 名员工，致力于创新并创造更美好的明天的机会。最近被评为哥斯达黎加第五大最佳工作公司，我们重视包容性文化、员工福祉和职业发展。在 [www.experian.com/careers](http://www.experian.com/careers) 加入我们，成为我们团队的一员。
#### 职位描述
服务运营分析师支持 IT 服务的日常健康状况和持续改进。该职位重点是协调问题管理活动，跟进根本原因分析（RCA），并提供清晰的报告和洞察。您还将支持变更管理和发布协调工作，同时通过自动化和人工智能解决方案帮助团队更高效地工作。这是一个协作性很强的职位，您的工作将有助于提高组织内可见性、一致性和服务可靠性。您将向 AppOps 部门总监汇报。
**职责**
- 协调问题管理活动，包括跟踪问题记录、行动和关闭步骤。
- 安排并支持 RCA 会议，确保结果和后续工作有明确的文档记录。
- 监督纠正措施，确保责任归属、进度和完成情况。
- 创建和维护仪表盘和报告，分享运营洞察和趋势。
- 通过审查变更记录和协调变更和发布活动来支持变更管理。
- 通过自动化、更好的工具和人工智能辅助解决方案识别流程改进的机会。
#### 资格要求
- 3 年以上 IT 服务运营、ITSM 或类似岗位的工作经验。
- 熟悉 ITIL 实践，如事件管理、问题管理和变更管理。
- 有使用 ServiceNow、Jira 和/或 Confluence 等工具的经验。
- 强大的分析能力，有使用 Excel、Power BI、Tableau 或类似报告工具的经验。
- 清晰的沟通能力，能够与多样化的团队和利益相关者有效合作。
- 有使用自动化或人工智能工具的经验是加分项，但不是必需条件。
#### 附加信息
**B**
查看英文原文
#### Company Description
Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at [www.experian.com/careers](http://www.experian.com/careers) to be part of our team.
#### Job Description
The Service Operations Analyst supports the day‑to‑day health and continuous improvement of IT services. This role focuses on coordinating Problem Management activities, following up on root cause analysis (RCA), and delivering clear reporting and insights. You will also support Change Management and release coordination while helping teams work more efficiently through automation and AI‑enabled solutions. This is a collaborative role where your work helps improve visibility, consistency, and service reliability across the organization. You will report to the Director of AppOps.
**Responsibilities**
- Coordinate Problem Management activities, including tracking problem records, actions, and closure steps.
- Schedule and support RCA sessions, ensuring outcomes and follow‑ups are clearly documented.
- Monitor corrective actions to ensure ownership, progress, and completion.
- Create and maintain dashboards and reports to share operational insights and trends.
- Support Change Management by reviewing change records and coordinating change and release activities.
- Identify opportunities to improve processes through automation, better tools, and AI‑assisted solutions.
#### Qualifications
- 3+ years of experience in IT service operations, ITSM, or similar roles.
- Working knowledge of ITIL practices, such as Incident, Problem, and Change Management.
- Experience with tools such as ServiceNow, Jira, and/or Confluence.
- Strong analytical skills and experience with reporting tools like Excel, Power BI, Tableau, or similar.
- Clear communication skills with the ability to work effectively with diverse teams and stakeholders.
- Experience with automation or AI tools is a plus, but not required.
#### Additional Information
**Benefits/Perks:**
Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
This is a fully remote job opportunity. #LI-Remote
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. 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.