Analyst, Web and App Application Support

Analyst, Web and App Application Support – Vilnius, Lithuania

Are you ready to use your analytical skills, eye for detail, and business acumen? How about unleashing your skills in a hugely successful business that is committed to moving money for better? Join Western Union as an Analyst, Web and App Application Support

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.

Better requires process discipline and simplification

We´ll be looking to you to monitor the digital properties on a continuous basis to assess the health of the Western Union website and apps, including keeping track of metrics and KPIs that help detect any customer experience issues and other issues that may impact the business and its revenues.

Your main objectives will be to:

• Assist in the root cause analysis of customer and site issues using available tools and reports

• Log incidents in the Incident Management system as necessary and track incidents to closure

• Use the ServiceNow platform for incidents monitoring

• Observe and uphold the SLA in terms of issue resolution time, first response time and ticket activity management

• Interface with Customer Service Centers to handle urgent and escalated customer issues

• Analyze customer behavior using available data to influence changes on the website or apps

• Setup dashboards, reporting and alerts for all Business KPIs

• Take a dynamic approach to issues, work diligently to find a solution and be ready to take an initiative

Here are some skills, attributes, and qualifications you will have:

• University degree in a relevant field

• 1+ years working in an analytical role or L1/L2 Support for complex retail/consumer financial services/payment services organizations

• Familiar with Web and App operations

• Experience with data and analysis required

• Sound knowledge of technology and ability to learn and use new analytics tools

• Strong interpersonal, analytical, problem-solving, influencing, prioritization, decision making and conflict resolution skills

• Ability to be entrusted with customer issues

• Ability to self-motivate, manage concurrent projects and work with remote team/s

• Excellent listening, written and verbal communication skills

• Research-focused mindset with strong attention to detail

• Knowledge of analytical tools (SPLUNK, Amplitude, Google Analytics, Quantum, etc.) would be an advantage

• Spoken and written fluency in English

Join us, and let's connect the world

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

The monthly gross base salary range is 1524 – 2398 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of the Western Union total compensation package, which includes short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few! The Recruiter will share other benefits specific to your location and role during the interview process.

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