Senior Service Operations Analyst
Experian
$0-$0 / yr
Salary
costa rica
Region
ASAP
Start Date
About Experian
Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team.
About this Role.
The Service Operations Analyst supports the day‑to‑day 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 AI‑enabled 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 follow‑ups 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 AI‑assisted solutions.
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.