Role Description In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. - A successful candidate will be committed to providing amazing customer support experiences. - Skills required include building trust, showing empathy, and excellent communication. - Support will be provided through various technologies including web, chat, email, case updates, and direct telephone support. - Understanding the ServiceNow platform and all core functionalities will be essential. - Employ various diagnostic tools to isolate the potential cause of issues. - Diligently manage and resolve challenging issues, coordinating assistance from additional teams for complex cases. - Creative problem solving, a collaborative nature, and flexibility will be key to success. - Support engineers also provide input across business units regarding process and product improvements. Qualifications - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. - 0-2+ years customer facing technical support experience. - Ability to troubleshoot difficult technical issues with ease and complexity. - Ability to read basic Java/JavaScript code. - Personal commitment to quality and customer service. Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

• Provide exceptional technical assistance to clients • Diagnose and repair complex equipment, software, and systems • Respond to escalated issues and report design flaws • Provide application support to users and resolve tickets

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices What We'll Bring: At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology. The Member Engagement and Support team is a client facing group providing support services to members of TU and ensuring a positive member experience. As part of the team, this role will be focused on providing excellent customer support and ensuring client satisfaction. This role will also be responsible for collaborating with other departments to ensure a seamless member experience. What You'll Bring: - University graduate in any disciplines - Minimum 5 years experience in client facing role providing corporate customer service and support - Good understanding of banking/financial industry - Experience in engaging with members and providing support - Strong presentation skills and writing in English are essential - Excellent people management, interpersonal and communication skills - Customer-oriented with professional and passion to provide excellent service - Engage with members of the organization to provide support and ensure a positive member experience Impact You'll Make: - Identify trends and opportunities for improvement based on member feedback and data analysis - Ensure outstanding members experience and deliver results through leading and review of all processes - Collaborate with other departments, to ensure a seamless member experience - Perform due diligence of potential/current members and any KYC related matters - Provide training to member to ensure their knowledge on company system and privacy regulations - Prepare and deliver regular reports on membership engagement and support to senior management - Participate in and handle ad hoc projects 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's Internal Job Title: Sr Analyst, Business Operations

• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer. • Timely reaction to calls alerts • Following support procedures and participation in procedures improvement • Acknowledging alerts from the OpsGenie • Creating tickets • Implementing fixes of L1/L2 level according to pre-defined procedures