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Team Overview
Global team responsible for the implementation, administration, maintenance, and continuous improvement of enterprise-wide IT Service Management (ITSM), Asset Management, and Business-Critical Communication platforms. The team ensures the availability, reliability, security, and strategic alignment of these services to support business operations across a global organization. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.Role Overview And Core Responsibilities
Role OverviewThe ITSM Platform Administrator is responsible for the administration, maintenance, enhancement, and operational support of the organization's enterprise IT Service Management (ITSM), Configuration Management Database (CMDB), Asset Management, and Critical Communications platforms. This role ensures the stability, performance, security, and continuous improvement of BMC Helix ITSM, CMDB/Asset Management, and MIR3 (OnSolve) solutions that support global business operations.
The ideal candidate possesses strong platform administration and troubleshooting skills, combined with a technical development background to design integrations, automate processes, develop custom reports, and deliver data-driven solutions that enhance service management capabilities across the enterprise.
Core ResponsibilitiesPlatform Administration & Support
- Administer, maintain, and support BMC Helix ITSM, Asset Management, CMDB, and MIR3 (OnSolve) platforms.
- Monitor platform health, performance, availability, and capacity to ensure compliance with service level objectives.
- Perform system configuration, upgrades, patch management, and platform maintenance activities.
- Troubleshoot and resolve application, integration, and data-related issues in a timely manner.
- Coordinate with vendors, infrastructure teams, and business stakeholders to ensure platform reliability and continuous service improvement.
- Configure and support Incident, Problem, Change, Request Management, Knowledge Management, and Asset Management processes.
- Implement and maintain ITIL-aligned workflows, business rules, approvals, notifications, and automation capabilities.
- Support process optimization initiatives by identifying opportunities to improve efficiency, data quality, and user experience.
- Participate in platform governance activities, including change reviews, release validation, and system documentation.
- Maintain the integrity, accuracy, and completeness of the Configuration Management Database (CMDB).
- Manage configuration item (CI) lifecycle processes, relationships, reconciliation, normalization, and discovery data integration.
- Ensure asset and configuration management best practices are implemented and maintained across the environment.
- Perform regular audits and data quality reviews to improve CMDB and asset data accuracy.
- Administer and support the MIR3 (OnSolve) critical notification and emergency communication platform.
- Maintain notification groups, escalation procedures, templates, communication workflows, and contact data.
- Support emergency testing exercises and ensure communication processes remain operational and effective.
- Collaborate with business continuity, incident management, and operational teams to support critical communication requirements.
- Develop and maintain small to medium-sized integrations between ITSM platforms and other enterprise applications.
- Create automation solutions using APIs, web services, scripting, and workflow technologies.
- Support data migration, synchronization, and interface development initiatives.
- Analyze business requirements and implement technical solutions that improve operational efficiency and data exchange.
- Design, develop, and maintain SQL-based operational, management, and compliance reports.
- Create dashboards, metrics, and performance reporting solutions that provide actionable insights to stakeholders.
- Support audit, compliance, and governance reporting requirements.
- Perform data analysis and validation to ensure report accuracy and consistency.
- Develop and maintain technical documentation, support procedures, and knowledge articles.
- Participate in platform enhancement projects and strategic initiatives.
- Recommend best practices, automation opportunities, and technology improvements.
- Stay current with industry trends, ITSM best practices, and platform capabilities.
Required Knowledge And Experiences
Preferred Qualifications- Experience administering BMC Helix ITSM / Remedy ITSM / Service Now.
- Experience with BMC CMDB and Asset Management.
- Strong SQL development and reporting skills.
- Experience with REST APIs, integrations, and automation development.
- Knowledge on Python or Java or any other development Language.
- Knowledge of ITIL processes and service management best practices.
- Experience with data modeling, CMDB architecture, and data governance.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- AI agent development experience.
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Sr Analyst, Applications Support
Skills Required
- Experience administering BMC Helix ITSM, Remedy ITSM, or ServiceNow
- Experience with BMC CMDB and Asset Management
- Strong SQL development and reporting skills
- Experience with REST APIs, integrations, and automation development
- Knowledge of Python, Java, or another development language
- Knowledge of ITIL processes and service management best practices
- Experience with data modeling, CMDB architecture, and data governance
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent communication and stakeholder management abilities
- AI agent development experience
What the Team is Saying
TransUnion Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision options available from day one, plus mental-health resources and HSA/FSA support. Plan breadth and access appear strong, though costs can vary by selection.
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Parental & Family Support — Parental leave of about 12 weeks with a gradual return, along with adoption assistance, caregiver resources, and dependent-care FSA, is prominently offered. These provisions provide meaningful support for new parents and caregivers.
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Leave & Time Off Breadth — Flexible Time Off, paid holidays, global wellness days, and paid volunteer time are part of the package. Time-off options are positioned as a notable strength when team norms support usage.
TransUnion Insights
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
