Western Union Analyst,Incident Management and Monitoring in Vilnius, Lithuania

Job Title: Analyst,Incident Management and Monitoring

Requisition #: 1802268

How about working in a team which main goal is to eliminate hidden sources of customer struggle, turn more visitors into satisfied customers and drive a continual improvement of the online experience of our customers and prospects?

We’re seeking an Analyst, Incident Management and Monitoring based in our Vilnius, Lithuania office. You will be responsible for ensuring that all Western Union digital products, including the WU.com site and mobile applications are working as designed and meeting customer needs. The primary goal of the team is to minimize customer drop-offs in major flows due to site issues.

Sound interesting? Here are some specifics:

  • Monitor the digital performance of website/applications on a continuous basis

  • Assist in the root cause analysis of customer and site issues using available tools, reports and doing one-off analyses

  • Log incidents in ticketing system as necessary and track incidents to closure

  • Participate in scrum calls with Engineering to assess incidents and their priority to ensure complete resolution of issues and bugs

  • Liaise between Operations teams and Program Management, Engineering, Business and various other teams and partners as applicable

What you will need to succeed:

  • Bachelor’s degree

  • Spoken and written fluency in English (at least B2 level)

  • Knowledge of technical tools such as JIRA and Confluence

  • Strong interpersonal, analytical, problem-solving, prioritization, decision making skills

  • Strong level of responsibility

  • Ability to be entrusted with customer issues

What will make you stand out:

  • Working experience with ticketing system/managing ITIL incidents

  • Interest in IT & technical troubleshooting

What’s in it for you?

  • Ongoing learning and career development opportunities

  • Ability to be involved in process improvements, initiatives and project work

  • An interesting multicultural working environment

  • Ability to collaborate and link across borders with sector and technical experts in all parts of our business supported by cutting edge technology and systems

  • An attractive base salary is on offer depending on skills and experience, along with a comprehensive benefits package

  • As a member of our team you will be also be involved in our global employee recognition program

What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation, and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sounds like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or other protected category.