Senior Analyst, IT Problem Management

Senior Analyst, IT Problem Management – Vilnius, Lithuania

Do you thrive on projects of high complexity? Do you enjoy seeing your data analysis being used to implement new ideas? Join Western Union as Senior Analyst, IT Problem Management.

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 comes from everywhere

In this role, you will be coordinating the IT Problem Management process, orchestrating, tracking, and reporting on Post-Incident Review (PIR) and Root Cause Analysis (RCA) activities. Furthermore, you will be monitoring ITSM records, to ensure compliance with the documented processes and standard operating procedures. You will be performing proactive analysis of incident and problem history to identify improvement and risk reduction opportunities. In addition, you will have a responsibility for regular metric reporting and report building on the performance of ITSM processes. You will maintain ITSM process related documentation, lead process outreach programs, as well as work with various technology teams, service providers, vendors, and service owners to ensure flawless process execution and service delivery.

For such a dynamic role you are required to have a 5-year combined work experience in either Problem Management, Incident Management, or any other IT Service Management related field. You are equally comfortable working independently as well as in a team. Great communication and English language skills are a necessity. Ability to organize daily work according to tight deadlines, a high degree of attention to detail, critical thinking, analytical mindset, and determination to get to the root cause, are the skills that define you. Creativity, ability to adapt quickly to changing priorities and circumstances, will be a big advantage and will help you to succeed in this role.

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 2,450 – 4,100 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 align 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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