Application Support Analyst

Job Description
Thomson Reuters is a leading provider of innovative collaboration and publishing software to largeinternational customers in the legal banking and corporate sectors.

As our Application Support Analyst youll already have demonstrable experience working in a supportdesk environment preferably within the legal sector or a similar time-sensitive industry.

Youll be looking for a great opportunity to join an exciting organization who are at thecutting-edge of cloud-based enterprise collaboration & digital content management software. As anexpert and professional in your field youll understand the importance of maintaining excellentwritten and verbal communications skills and the ability to deal with customers and internalproject teams whilst under pressure.

You will provide technical support and service focused on troubleshooting errors andproblem-solving client system performance and functionality. This includes mitigating customerimpact of issues initiating action to determine root cause and implementing problem resolution.

About the Role
In this opportunity as Application Support Analyst you will:

• Provide application and technical support to Legal Platform customers across the entire productrange.
• Liaise with customer personnel and internal development teams to troubleshoot software or systemconfiguration issues and identify and provide solutions to decrease resolution times.
• Provide exceptional customer support experience by effective documentation of customer issues andupdating customers on a regular basis.
• In addition to customer support responsibilities you willalso have the opportunity to play an integral part within the implementation and configurationprocess for new customers participate in projects and broader initiatives to support theorganization.
• Must be a self-starter who loves to learn share information participate in training projects andobtain certification and be a Product Champion for the team.
• Participate as part of the global emergency support weekend rotation for escalated issues andsupporting customer migrations.
• Identify process improvement needs recommend solutions and implement changes needed to grow theteams
• Collaborate with team members and other technical teams toquickly identify issues and resolve to the customers satisfaction.
• Provide support to your team by giving technical guidance to less experienced analysts assist withproduction of technical documentation and manage cases of other team members.

About You
Youre a fit for the role of Application Support Analyst if your background includes:

• 3-4 Years of previous experience in similar support engineer or analyst role at an enterprisesoftware vendor or with an end user of enterprise software.
• Knowledge of different web browser behaviours and known issues.
• Experience using Salesforce ADOor similar helpdesk ticketing systems.
• Knowledge of the software development cycle and experience of working alongside development teams.
• Works well in a team environment embraces change and is highly adaptable.
• Exceptional technical troubleshooting/analytic skills
• Exemplary communication skills in English both written and verbal and will be able to communicateeffectively and professionally at all business levels.
• Good understanding of browser plugin and computer settings that can affect web applications.
• Ability to prepare and run SQL queries.
• Document Automation experience is a plus!

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Whats in it For You

• Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• 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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