Job Opportunities at TransUnion

What We'll Bring

• An IT related Certificate/Diploma Degree with at least 2 years of testing experience or 3 to 4 years business knowledge applicable to the area(s) that the test department is responsible for
• Management and/or Leadership qualities
• In depth knowledge of Word, and Excel.
• Knowledge of Visio, PowerPoint and Access.
• Experience with Test Tools like TFS and Microsoft Test Manager or any other similar such tools
• Excellent analytical skills, attention to detail and the ability to identify problems, gaps and contradictions.
• Strong Customer focus element with excellent interpersonal and communication skills – active listening, verbal and written communication

Requirements

What You'll Bring

• You will ensure that the technology and process solutions delivered and supported, meet the business requirements without compromising the company’s quality and risk standards.
• You will review supporting documentation for accuracy (BRS, URS, User Stories, Test Plans and other) – Static Testing.
• Identify and extract test requirements. - All documentation must be comprehensive and must tie in with the requirements from the business specification.
• Create test cases for functional testing, integration testing and data testing.
• The quality review of other testers test cases in order to determine coverage and accuracy.
• Compile test plans for all or some of the testing that will be undertaken that can be incorporated into the bigger-scope test plan.
• Define and implement test and defect management processes.
• Provide risk analysis and identify the level of test cases or individual functions as a minimum.
• Conduct quality review of test cases and test documentation
• Determine overall quality standards
• Negotiate timelines when necessary

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What We'll Bring

This role monitors performance controls and measurements for the outsourcing vendor’s on-site activities. Responsibilities include the daily interaction with vendor contacts as well as oversight of vendor performance toward contractual SLA’s. Provides guidance in accordance with contractual SOWs, regulatory requirements and applicable internal policies and procedures. Integrates new processes to identify and execute reliable business Key Performance Indicators (KPls). Makes recommendations to control costs and drive improvements to the operational efficiency of vendor processes. This position is also responsible for ensuring an effective business relationship between the business unit and the other TransUnion business units by ensuring open communication, regular reporting, and adequate escalation handling according to TransUnion's requirements.

What You'll Bring

• Maintain Workforce Management system (Verint) with accurate call volume, average handle time, arrival patterns, staffing, shrinkage, etc.
• Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned
• Monitor forecast accuracy. Recommend changes as necessary to improve response time.
• Provide analytical support including capacity planning, scheduling, and reporting (including trend analysis) to drive decisions made in partnership with global vendor managers and provide insights to senior leadership.
• Maintains headcount requirements for each plan and works closely with management to ensure staffing is adequate to support.
• Build global schedule and team organization templates
• Track, analyze and report on call center/agent performance including trends utilizing reports from a variety of systems
• Analyze performance real-time to ensure we meet our targets & service level agreements
• Working with operational and support teams to effectively plan non-production time (NPT).
• Serve as the WFM subject matter expert for the departments assigned.
• Maintains a close working relationship with the departmental leadership in developing staffing strategies
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Conduct meetings with call center management to review staffing, trends and impact analysis on performance and service level
• Supports system integrity by communicating any known issues.
• Develop high quality decks and presentation materials for presentation to leadership on an as needed basis
• Performs other related duties as assigned.

Impact You'll Make

• Deliver actionable data analytics to drive insights and initiatives
• Analyze and report on filed scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
• Improve and maintain routing strategies and new media channels

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What You'll Bring

As a member of the Technical Writing team at GFS Core Services, the Senior Lead primarily manages the team who develop content and assists with governance and project management of technical communications.

• Content development: Creates multiple types of technical communications including, but not limited to, user and reference guides, procedures, policies, online help, eLearning, and forms by consulting with customers to ensure that their needs are met. The Senior Analyst also participates in analyzing audiences and tasks.
• Governance: Helps establish and monitor the technical communication governance processes, standards, and templates.

Project management: Alerts the project lead about issues and provides status updates.

Impact You'll Make

In this role, you are responsible for assisting your team of associates in creating and managing their technical content for internal and external use.

• Work with Product Managers, Product Owners and Development teams to understand TU Fraud line of products, underlying user journeys and capabilities.
• Write, edit, and format complex technical content (such as user guides, API docs, training materials) for new and updated initiatives following corporate standards, guidelines and style guide.
• Lead a group of technical writers to educate, support and address ever-growing documentation needs and work along with this team for peer editing, defining writing standards and continually improving content via feedback analysis.
• Drive for clarity of writing, consistency in documentation structure and layout and depth to details across content developed for different user types across product lines.
• Take lead into defining and maintaining content authoring and content publishing processes, sharing insights and metrics for improving content quality and operational efficiency.
• Engage with regional internal stakeholders (Product house, Engineering, Customer Success, Marketing) to enhance user experience by providing up-to-date detailed documentation.
• Complete end-to-end ownership and accountability for technical documentation track – create, revise, publish and maintain world-class content in a centralized Knowledge Base.
• Work along with other teams in Agile Scrum methodology to plan, present, align and prioritize documentation work items.

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and abilities required to perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Four-year degree or equivalent experience. Degree in technical communications, technical writing, English, or a related communications field is preferred.
• At least 3-5 years of experience in technical communications, technical writing, or a related field.
• Ability to manage multiple deadlines in fast-paced environments with changing priorities.
• Self-starter who exhibits a professional, positive, can-do demeanor and attitude.
• Ability to understand and document complex technical problems in simple terms.
• Experience with content management system (such Adobe Experience Manager).
• Understanding of API doc specifications.
• Knowledge of project management toolsets such as Rally, JIRA, Confluence.
• Knowledge of version control systems such as Git is a plus.