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Service Management Governance at Equifax Inc. in Alpharetta, Georgia

Posted in Management 30+ days ago.

Type: Full-Time





Job Description:

Equifax is transforming our business - and product innovation is at the center of our strategy. We are looking for an experienced Service Management Governance Analyst.

A Service Management Governance Analyst is responsible for managing all customer impacting incidents involving the services provided by Equifax.  The team’s primary responsibility is to analyze and resolve incidents that arise in our environments ensuring the impact to our customers are minimized.  Proactive responsibilities include the building of Incident Trend and Analysis to identify vulnerabilities, change review to minimize customer impacts, and involvement in operational readiness procedures.  This team is also responsible for maintaining the Incident Communications process to ensure on-time and accurate notifications are being sent to internal partners and external customers.

 

Who is Equifax? 

 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The Perks of being an Equifax Employee?


  • We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.


  • Grow at your own pace through online courses at Learning @ Equifax.


 

What You’ll Do 


  • Lead technical triage bridge lines to fast restoral of customer impacting incidents. Leverages technical knowledge and leadership ability to direct technical teams to the root cause and resolution in a timely fashion.


  • Ensure timely service and support engagement (cross-tower, external, etc.)


  • Provide end-to-end internal and external incident communications.


  • Assess business impact and urgency, declare major incident and trigger business continuity procedures or disaster recovery as applicable


  • Provide technical and process guidance support for Incident response Teams


  • Collaborate with Business Services and Change Managers to review change requests within our environment to assist with decisioning and scheduling in order to minimize risks of customer impacts. 


  • Leverage tools to Proactively identify operational issues and trends


  • Collaborate with Operational Readiness teams to ensure new applications and services have met the Technology Operations Center requirements prior to rolling out to production.


  • Define and enforce the capture and tracking of knowledge articles in order to minimize MTTR as well as, effectively track and reduce repeat issues




Qualifications 


  • BS or Associate's Degree/Technical Certification or equivalent job experience required


  • 2+ years of Technical Leadership experience, leading a technical triage team to remediate customer impacting incidents


  • 4 + years of Incident Management experience


 

Extra Points for any of the Following


  • You've worked in an enterprise 24/7 production environment supporting critical, real-time applications


  • You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders; providing end-to-end incident communications, both internally and externally


  • You're experienced working with one or more of the following tools/technologies: ServiceNow, App Dynamics, Apica, Extra Hop, Slack, Pager Duty, or similar tools


  • You're capable of assessing business impact and urgency, declaring major incident and trigger business continuity and/or disaster recovery procedures


  • You've collaborated with Business Services and Change Managers to review change requests, and assist with decisioning and scheduling to minimize the risk of customer impact


  • You've led and participated in problem management meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues


  • You've collaborated with multi-functional teams to ensure new applications and services are in compliance with Technology Operations Center standards, prior to deploying them into production


  • You have a real passion for and the ability to learn new technologies


 Success Attributes of an Equifax employee; does this describe you?


  • Accountability


  • Bravery


  • Curiosity


  • Collaboration


  • Think and act differently


  • Trust


  • Ownership


  • Decide-Execute-Ship


 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

Primary Location:

USA-Atlanta JV White

Function:

Function - Tech Engineering and Service Ops

Schedule:

Full time





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