Job Description
Thomson Reuters is a leading provider of innovative collaboration and publishing software to large international customers in the legal, banking and corporate sectors.
As our Application Support Analyst you’ll already have demonstrable experience working in a support desk environment, preferably within the legal sector or a similar time-sensitive industry.
You’ll be looking for a great opportunity to join an exciting organization who are at the cutting-edge of cloud-based enterprise collaboration & digital content management software. As an expert and professional in your field, you’ll understand the importance of maintaining excellent written and verbal communications skills and the ability to deal with customers and internal project teams whilst under pressure.
You will provide technical support and service focused on troubleshooting errors and problem-solving client system performance and functionality. This includes mitigating customer impact 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 product range.
- Liaise with customer personnel and internal development teams to troubleshoot software, or system configuration issues, and identify and provide solutions to decrease resolution times.
- Provide exceptional customer support experience, by effective documentation of customer issues and updating customers on a regular basis.
- In addition to customer support responsibilities, you will also have the opportunity to play an integral part within the implementation and configuration process for new customers, participate in projects and broader initiatives to support the organization.
- Must be a self-starter who loves to learn, share information, participate in training projects, and obtain certification and be a Product Champion for the team.
- Participate as part of the global emergency support weekend rotation for escalated issues and supporting customer migrations.
- Identify process improvement needs, recommend solutions, and implement changes needed to grow the teams
- Collaborate with team members and other technical teams to quickly identify issues and resolve to the customer's satisfaction.
- Provide support to your team by giving technical guidance to less experienced analysts, assist with production of technical documentation and manage cases of other team members.
About You
You're 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 enterprise software vendor, or with an end user of enterprise software.
- Knowledge of different web browser behaviours and known issues.
- Experience using Salesforce, ADO, or 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 communicate effectively 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!
#LI-AZ5
What’s in it For You?
- Hybrid Work Model: We’ve 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 tomorrow’s 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.
