Application Analyst - SQL Required
Application Analyst - SQL Required
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$ 44800 - 83200
1 Vacancy
Job Description
Application Analyst
An Application Analyst will provide essential second-level technical support to internal stakeholders and 3rd party engineers regarding Thomson Reuters products. This role involves direct interaction with customers to resolve complex issues alongside performing customer site maintenance and repair activities. The position leverages innovative technologies and globally consistent methodologies to ensure high-quality support and customer satisfaction. The successful candidate will be adept at problem-solving possess relevant engineering expertise and be committed to maintaining awareness of evolving technologies.
About the Role
As an Application Analyst you will:
Provide engineering expertise on a designated range of Thomson Reuters products or on non-complex products.
Interface effectively with product support groups and development groups to facilitate issue resolution and knowledge sharing.
Perform customer site break-fix activities remotely (or dispatch to site when required) and potentially full-time on-site using globally consistent methodologies and tools.
Provide second-level support for problem resolution which includes the systematic reproduction of customer-reported issues to identify root causes.
Maintain awareness of relevant technical and product trends through self-learning/study participation in training classes and job shadowing.
Maintain accurate and thorough site documentation related to customer installations and support activities.
Provide valuable feedback to development and qualification teams based on field experience and customer interactions.
Deliver technical training to both frontline support teams and 3rd party engineers to enhance their product knowledge and troubleshooting skills.
Escalate major elusive or recurrent issues that affect customer satisfaction through appropriate channels.
About You
To be successful in achieving these goals you will be:
A Problem-Solver:Demonstrating strong diagnostic and troubleshooting capabilities to resolve complex technical issues effectively.
Customer-Focused:Committed to interacting with customers professionally to understand and resolve their issues ensuring a positive experience.
An Effective Communicator:Able to clearly and concisely convey technical information to diverse audiences including customers internal teams and third-party engineers.
Proactive & A Continuous Learner:Taking initiative to maintain awareness of relevant technical and product trends through self-study and formal training.
Detail-Oriented:Ensuring accuracy and thoroughness in maintaining site documentation and tracking issue resolution.
Collaborative:Working effectively with internal teams (Product Support Development) and external partners to achieve common goals.
Preferred Qualifications
Proven experience in providing second-level technical support.
Proficient in SQL
Typically 2 years of experience in a technical support
Demonstrable engineering expertise relevant to complex software/hardware products preferably within the Thomson Reuters product landscape or similar.
Experience with Global trade
Experience performing customer site break-fix activities both remotely and on-site.
Proficiency in issue reproduction methodologies and the use of diagnostic tools.
Ability to maintain comprehensive site documentation.
Experience providing technical training to various audiences.
Familiarity with support escalation procedures and IT service management (ITSM) principles.
Knowledge of globally consistent support methodologies and remote support tools.
A technical degree or certification in a relevant field (e.g. Computer Science Engineering Information Technology) is preferred or equivalent professional experience.
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Whats in it For You
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.
As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on .
Required Experience:
IC
Employment Type
Full-Time
