Job Description

Company Description
Experian is the world's leading global information services company. During life's big moments -- from buying a home or a car to sending a child to college to growing a business by connecting with new customers -- we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime. We have 17,800 people operating across 44 countries, and every day we're investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index. Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group Experian is the world's leading global information services company. During life's big moments -- from buying a home or a car to sending a child to college to growing a business by connecting with new customers -- we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime. We have 17,800 people operating across 44 countries, and every day we're investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index. Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group


Role Overview Summary As part of the wider ITSM Problem Management team you will take a supporting responsibility for ensuring the effective engagement on Problem investigations in order to ensure lessons are learnt following service impacting incidents:

• Manage Problem Records through to resolution, including root cause analysis.
• Ensure that problem records are well documented and effectively tracked
• Ensure that problem actions are well documented in order to ensure that root cause investigations can be carried out
• Working with wider IT service teams to coordinate the effective management of problem records, by ensuring appropriate and timely updates against the progress of Problem records
• Building relationships with the multiple technological and application teams and leveraging these relationships as an escalation point for the team in managing problem investigations
• Ensuring that escalation and communication to Experian management is conducted in a timely and appropriate manner
• Working with the Head of Problem Management to support the creation of problem management working practices and processes as required
• Supporting the reporting of problem management activities
• Analysis and reporting of incident data to identify trends, potential problems and root causes
• Involvement in Proactive Problem Management / Trend Analysis

Key Responsibilities Operational

• Ensure that all problem records are logged and updated in a timely matter within the Service Management ticket tool to provide a single source of the truth against Problem investigations
• Ensure that appropriate technical decisions are made, and actions taken, to support the resolution of Problem investigations effectively and quickly.
• Ensure technical investigations and resolution of service impacting problem records affecting Experian's clients are carried out in a timely manner
• Involvement in Post Incident Reviews for major incidents with major incident managers, ensuring that agreed actions are captured and distributed effectively
• Produce timely updates to Major Incident Reports, allowing client facing teams the information required to communicate progress against root cause
• Define RCA, Mitigation and Remediation actions to ensure Problems are appropriately mitigated
• Chasing and escalating problem investigation actions as required.
• Ensure that RCA summary reports are sent promptly and at agreed intervals, to provide internal stakeholders with the necessary information to ensure a full understanding of the impact and status of the investigations.
• Work in unison with the Incident Management process to ensure that the post incidents are effectively transitioned into problem management.
• Sharing Problem Management best practice standards with other support teams across Experian's organisation

Relationship Management

• Build relationships with teams both within the technical support environment and across the wider business to establish effective working relationship to help support progress against Problem investigations
• Work with partners in the business to understand the impact of incidents through the problem management process on our clients and Experian and ensure that these are clearly communicated.
• Help to communicate the relevant problem management processes to educate staff outside of the team on the process
• Help to understand other related processes used across the business which could influence the problem management process.

Performance Management

• Understand and participate in the Experian objective and development program, which consists of stretching personal objectives, agreeing a personal development plan, and participating in regular feedback sessions
• Comply with the organizational Training and Competency policy, completing required training in a timely manner

Customer

• Actively contribute to a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything we do
• Ensure that good client / consumer outcomes are at the centre of all operational activity and decision making
• Deliver great clients and consumers service and seek to exceed client / consumer expectations

Regulatory, Governance and Control

• Adhere to all regulatory requirements within role responsibility and escalate issues quickly
• Proactively identify risks and make recommendation to mitigate these
• Understand and adhere to specific regulatory obligations and company policies and procedures

Additional Information

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