Application Support Analyst

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 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.
• 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 HighQ/Contract Express.
• 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 behaviors 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.
• Working knowledge of HTML or JavaScript.

The successful candidate will be required to be security cleared prior to appointment, which may take up to 12 weeks.

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.