Application Support Analyst

Job Description

Application Support Analyst

As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. Our technology drives global markets and helps professionals around the world make decisions that matter. Whether solving for today’s challenges or tomorrow’s aspirations, you will work with the industry’s brightest thinkers on diverse projects, creating next-generation solutions that deliver powerful results.

As the world’s leading provider of intelligent information, we want your unique perspective to create the solutions that advance our business—and your career.

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 speak and communicate directly with customers across the globe as well as internal staff based in offices in multiple time zones. You’ll embrace the customer-centric philosophy of HighQ and be able to competently handle and take ownership of problems and situations reported to the team by troubleshooting and coordinating with internal teams, or technical contacts and third parties, to resolve the issues quickly and efficiently.

About the Role

As an Application Support Analyst, you will:

• Your primary responsibility will be providing application and technical support to HighQ’s customers across the entire product range.
• You’ll be expected to liaise with customer personnel and internal development teams to troubleshoot software, or system configuration problems, and identify and provide solutions.
• You understand that timely and informative communication is the key element to good customer service.
• You understand the importance of effectively documenting customer issues and updating call tracking software in a timely manner.
• You are passionate about providing a high standard of customer service and are not afraid to take ownership of support issues and to ‘go the extra mile’ to succeed.
• You’ll be required to participate as part of the global emergency support rota for escalated customer issues, which includes an on-call provision to cover some early, late, weekend and holiday support requirements.
• You will display a strong desire to learn and to share that knowledge with colleagues, through documentation and training, capitalising on the opportunity to become a ‘Product Champion’ for your team.
• Coming from a technical support background, you will understand the importance of being flexible and that the role will continue to evolve as the team develops globally.
• In addition, to support responsibilities, you will also have the opportunity to assist with the implementation and configuration process for new customer application instances after installation by the System Admin Team.

About You

You’re a fit for the role of Application Support Analyst f you have:

Core Skills:

• You’ll need to have 3-4 Years of previous experience in similar support engineer or analyst role at an enterprise software vendor, or with an end-users of enterprise software.
• You’ll possess strong technical troubleshooting/analytic skills.
• You’ll have a good understanding of browser, plugin and computer settings that can affect web applications.
• You’ll have strong knowledge/experience with web applications.
• You’ll need a good working knowledge of Microsoft Windows, Mac OS X, Android & iOS.
• You possess exemplary communication skills, both written and verbal, and will be able to communicate effectively and professionally at all business levels.
• You particularly enjoy working in a team environment.
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Desirable skills:

• Experience supporting or delivering legal online services such as extranets and deal rooms.
• Knowledge of different web browser behaviours and known issues.
• Experience using Zendesk, Jira or similar helpdesk ticketing systems.
• Ability to prepare and run SQL queries.
• Working knowledge of iManage, WorkSite, HTML, Javascript, or Apache Velocity.
• Knowledge of the software development cycle and experience of working alongside development teams.
• You understand that timely and informative communication is the key element to good customer service.
• You understand the importance of effectively documenting customer issues and updating call tracking software in a timely manner.
• You are passionate about providing a high standard of customer service and are not afraid to take ownership of support issues and to ‘go the extra mile’ to succeed.
• You’ll be required to participate as part of the global emergency support rota for escalated customer issues, which includes an on-call provision to cover some early, late, weekend and holiday support requirements.
• You will display a strong desire to learn and to share that knowledge with colleagues, through documentation and training, capitalising on the opportunity to become a ‘Product Champion’ for your team.
• Coming from a technical support background, you will understand the importance of being flexible and that the role will continue to evolve as the team develops globally.
• In addition, to support responsibilities, you will also have the opportunity to assist with the implementation and configuration process for new customer application instances after installation by the System Admin Team.

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 25,000 employees across more than 75 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.

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