Senior Service Operations Analyst
Skills
About the role
This is a service operations role at Experian, coordinating IT problem and change management for the company's technology function, based in Heredia, Costa Rica. It suits someone with hands-on ITSM experience who wants to own reporting and process improvement rather than hands-on engineering. The role reports to the Director of AppOps and sits within the Technology department.
What you’ll do
- Coordinate Problem Management activities, tracking problem records, actions and closure steps
- Schedule and support root cause analysis sessions and document outcomes and follow-ups
- Monitor corrective actions for ownership, progress and completion
- Build and maintain dashboards and reports on operational insights and trends
- Support Change Management by reviewing change records and coordinating change and release activities
- Identify opportunities to improve processes through automation and AI-assisted tools
What they’re looking for
- 3+ years of experience in IT service operations, ITSM or a similar role
- 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 with reporting tools like Excel, Power BI or Tableau
- Clear communication skills, able to work with diverse teams and stakeholders
Nice to have
- Experience with automation or AI tools
What’s on offer
- Hybrid role, described elsewhere on the page as fully remote
- Medical, life and dental insurance
- Flex work / work from home options
- Paid time off and annual performance bonus
- Education reimbursement
- Family bonding and bereavement leave
- Referral program
Questions about this role
Is this role remote or on-site?
The posting lists the role type as hybrid but also states it is a fully remote opportunity, so check with Experian directly.
How many years of experience do I need?
At least 3 years of experience in IT service operations, ITSM or a similar role.
What tools does this role use?
ServiceNow, Jira, Confluence and reporting tools such as Excel, Power BI or Tableau.
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