Service Desk Technical Support Analyst II

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to work towards their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Reporting to the Senior Manager, Application Support & Operational Readiness, you will support our Partner Solutions client/member platform and associated services and systems, provide excellent customer service, and help resolve customer application issues.

Support Responsibilities:

• You will research, diagnose complex software issues raised by clients/members
• Assessment alert/exception conditions raised by our Operations teams.
• You will develop, test, and then implement SQL queries to aid in the investigation and analysis of issues
• Examine error logs and database content to determine the cause of a problem
• You will document and implement workaround solutions wherever possible
• Document steps to reproduce issue for internal and external resources
• Document processes, procedures, and technical instructions for future reference
• Create/manage production/staging support tickets

Qualifications

• Bachelor's Degree in Computer Science or related field
• 3+ years of development or technical support experience
• Experience with Salesforce including Tier 2 support for Salesforce related issues.
• Resolve login problems, permission errors, and data access issues. Salesforce Admin Certification
• Experience with MuleSoft including Investigating and resolving complex integration issues across systems connected with MuleSoft.
• Analyze logs and error messages from Anypoint Runtime Manager and external monitoring tools (e.g., Splunk, Datadog)
• Experience supporting sites using API and SDK integration
• You have knowledge of Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, Shell scripting
• You can work with DataDog and Splunk to analyze log data and trouble shoot issues
• You can troubleshooting and implementing Web technologies
• You have worked with Amazon cloud technologies
• You have knowledge of programming and software development concepts
• Demonstrated experience approaching a problem from different angles, analyzing pros and cons of different solutions capabilities with customers
• You can handle on-call activities
• You have ServiceNow ITSM experience

Additional Information

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
• Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html

At Experian, our people and culture set us apart. We're committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others.

Want to see what life at Experian is really like? Explore Experian Life on social or visit our Careers Site.

#LI-Hybrid