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Business Support Optimization Analyst - Fraud & Identity

Customer Service
183779 Requisition #
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We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft.

In 2018, for a fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.


At Experian, we are committed to building an inclusive culture and creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process. 


We are currently looking for Business Support Optimization (BSO) Analyst who will be providing 2nd line business-related product support to clients using the Experian Fraud&Identity product set. BSO Analyst will be dealing with live product configuration incidents (investigate & fix), system enhancements (requirements definition and implementation) and solution optimisations.



  • Configure, test and document client configuration builds and/or enhancements to ensure that their fraud and identity solutions are performing correctly and meeting client expectation, before being published into the Live environment

  • Analyse client fraud and identity solutions to identify and implement ways to improve business performance

  • Create and maintain BSO proprietary Business Intelligence reports, MI, relevant tools and the key performance metrics and benchmarks

  • Communicate configurations and enhancements in a clear and confident manner demonstrating the impact and benefits to clients and stakeholders alike

  • Implement change requests and is responsible for incidents and problem management issues resolution and liaise with internal teams across 1st / 2nd /3rd lines of support to ensure minimal impact to client operations

  • Maintain awareness of the existing identity and fraud product portfolio, key functionality, current best practices and any future functionality currently being considered and/or developed

  • Provide an open channel of communication and support to clients throughout the lifecycle of all BSO initiatives

  • Work in close collaboration with Delivery team to assure optimum software configuration and customization to meet clients’ Risk, Compliance and Fraud detection needs  



  • University degree or equivalent standard with a high-numeric, IT or business content

  • 2+ years relevant experience on a similar role

  • Ability to look at issues from a business perspective and then translate this into the technical application

  • Analytical and problem solving skills

  • Good time management and communication skills

  • Ability to work effectively with remote virtual teams

  • Knowledge and/or experience with XML and SQL

  • Possess a working knowledge of Microsoft Office tool suite including latest versions of Word, Excel, Powerpoint and Visio

  • Experience of programming would be additional advantage

  • Flexibility to travel in line with business needs

  • Fluency in spoken and written English  


We offer:

  • Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
  • Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
  • Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
  • Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
  • Opportunity for Flexible working hours and Home Office



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