Service Reliability Analyst

The courteous and prompt provision of operational support relating to assigned application systems. This includes mitigating customer impact of issues, initiating action to determine root causes, and implementing problem resolution.

About the role:

In this opportunity as a Senior Service Reliability Analyst, you will:

• Analyzes customer problems of high complexity
• Assesses scope of impact
• Mitigates customer impact of issues and defines, reviews, and executes work arounds
• Identifies options for problem resolution and initiates action
• Engages others as appropriate and escalates as required
• Provides advice or training to users about the application systems' functionality, correct operation or constraints, and corrects user faults
• Liaises with various application development and content teams, customer service teams, and other software and hardware support teams.
• Proactively monitors production and nonproduction environments and/or applications
• Provides input for technical plans and solutions.
• Provides technical guidance to less experience analysts
• Has in-depth knowledge of a technical discipline or area and provides subject matter expertise.

About You:

You're a fit for the role of Senior Service Reliability Analyst, if your background includes:

• Provides task directions to other analysts.
• Conducts root cause analysis and correlation of other system and/or application problems of high complexity.
• Works on medium to large, moderately complex projects/issues that require increased skill in multiple technical environments and disciplines.
• Leads project planning sessions with team members where there are projects within the scope of the support team.
• Manages multiple and sometimes competing priorities.
• Prepares status updates for customer problems or projects.
• Regularly communicates and shares knowledge with rest of the team.
• Performs actions aligned with defined standards
• The following are required for some positions but not all:
• Develops, configures, or supports tools for system monitoring and/or troubleshooting.*
• Develops software application modules using disciplined software development processes in order to fix a problem and to communicate the changes effectively.*
• Carries out unit testing and implements application modules they have developed or modified, ensuring application meets needs of client and business. *
• Provides ongoing maintenance of either mainframe or client/server applications or tools, depending upon projects with which previously have experience.*

#LI-VGA1

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:

• 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

  
  

• 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.

Protect yourself from fraudulent job postings click here to know more.

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