Senior Service Operations Analyst

The Service Operations Analyst supports the daytoday 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 AIenabled 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 followups 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 AIassisted 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. Experians 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. Experians 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 Experians 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.

Remote Work :

Yes

Employment Type :

Full-time