Senior Analyst, Operations Technology

Senior Analyst, Operations Technology - Santa Ana, Costa Rica

Do you aspire to raise the standard in customer service excellence? Would you like to work in an environment where your creative thinking is valued to improve operational performance? 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, Operations Technology.

Western Union powers your pursuit.

In this role, you will contribute to operational effectiveness by combining deep expertise in Western Union's agent-facing applications and global agent operations. This role integrates hands-on operational ownership with strategic cross-functional collaboration, serving as a key liaison between Product, Technology, Regional Operations, and Western Union Agents/Partners

Role Responsibilities

• Supporting the liaison technical team by monitoring the technical issues.
• Lead the operational ownership of agent-facing platforms, ensuring their functionality aligns with business needs and agent expectations.
• Serve as the primary liaison between Product, Technology, Regional Operations, and Agent teams to facilitate effective cross-functional collaboration and communication.
• Manage the end-to-end ticketing process, including logging, tracking, and coordinating resolution efforts across relevant teams.
• Maintain a structured feedback loop with Agents to capture enhancement requests, monitor progress, and ensure continuous improvement.
• Becoming a subject matter expert in Western Union's settlement processes, including net/gross models and ST/AC data interpretation.
• Translate complex financial and operational concepts into actionable use cases that drive agent-centric platform enhancements and usability improvements.
• Leading the global rollout of agent-facing platforms, overseeing migration from legacy systems across agent networks and ensuring successful onboarding and adoption.
• Develop scalable training resources and deliver targeted sessions to support agent engagement and platform proficiency.
• Collaborate with regional teams to monitor adoption metrics, identify barriers, and implement strategies that promote consistent, high-quality user experiences.
• Owning the creation and maintenance of technical training materials and user documentation to support knowledge transfer and operational excellence.

Role Requirements

• A bachelor's degree in engineering, Technology, or a related field—or equivalent work experience—is highly desirable. Students currently pursuing a degree in these fields may also be considered.
• Minimum of 1 years of experience as a Business Analyst, with a proven track record of delivering well-documented business requirements and working closely with operational teams.
• Exposure to project management practices, with at least 2 years of experience contributing to the planning, coordination, and execution of cross-functional initiatives.
• Understanding of Send and Pay Money Flow processes and Cash Balance management within financial or payment systems.
• Understanding in retail financial services, including products such as Money in Minutes, Direct to Bank, Direct to Card, and Direct to Wallet
• Proficiency in Jira Cloud and Confluence Cloud for issue tracking and documentation.
• Familiarity with Splunk or similar tools for data analysis and monitoring will be nice to have.
• Intermediate to advanced proficiency in Microsoft Excel, including creating and managing reports, ensuring data accuracy, and performing analytics using sorting, filtering, formulas, and pivot table
• Strong written, verbal, and presentation skills, with the ability to clearly communicate complex concepts to diverse audiences and lead cross-functional discussions, including recurring operational meetings and business reviews.
• Excellent interpersonal and communication skills, with the ability to influence and collaborate across diverse teams.
• A proactive, agent-centric mindset with a focus on continuous improvement and operational excellence.

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 s 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.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union. Learn more about our purpose and people at

 Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few ). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include:

• Asociación Solidarista
• In house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

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. 

We are passionate about 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 based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-GV1 #LI-Hybrid

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.