**Senior Analyst, Technology Operations - Santa Ana, Costa Rica**
Do you want to be an operations' superhero? Are you energized by supporting others in the technology field? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then, it's time to join Western Union as a Senior Analyst in Technology Operations.
**Western Union powers your pursuit.**
We are looking for someone responsible for the day-to-day support and maintenance of Agent services.
**Role Responsibilities**
- Governance aimed at protecting production environments.
- Restore service quickly in the event of incidents and investigate root cause of preventable incidents.
- Supporting the liaison technical team by monitoring the technical issues.
- Creating reports to analyze reports to determine past, current, and possible future trends and recommend technical improvement opportunities.
- Developing, improving, and maintaining relationships with internal departments, external customers, and suppliers.
**Role Requirements**
- Intermediate to advanced English Level (B2+)
- Engineering bachelor's degree Highly desirable.
- Costa Rica unrestricted work permit
- 1+ year ITIL Service Operation experience
- 1+ year of experience with customer service experience
- Self-driven attitude, this role requires to manage own work according to organization goals.
- 1 year experience with cross functional teams, ideally cross geographically.
Having ITIL certification is highly preferred but not required.
**We make financial services accessible to humans everywhere. Join us for what's next.**
Western Union is positioned to become the world's most accessible financial services company —transforming lives and communities. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.
**Benefits**
Your Costa Rica
- specific benefits include:
- Asociación Solidarista
- Paid time off including extended maternity leave.
- In house company doctor services
- Continuing Education
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible Working Schedules if applicable
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
LI-SM1 #LI-Hybrid
