Sr Endpoint engineering Services specialist

Our technology drives global markets and helps professionals worldwide make decisions that matter. As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. 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 part of the ongoing support and enhancements to our Employee Technology Services (ETS) we're looking for Experienced candidates with End user computing background for driving governance, alignment, and service improvements across EUC service lines, including VDI, Windows devices, and collaboration platforms. This role defines performance metrics, ensures consistent reporting, and collaborates with service lines and L1/L2 teams to streamline processes and enhance service delivery. The role also oversees change management governance, participates in problem management meetings, and facilitates coordination during major incidents to ensure effective communication and resolution.

About the Role

In this opportunity as Sr Endpoint engineering Services specialist, you will:

• Act as a governance function to standardize processes and ensure alignment across ETS service lines.
• Partner with L1/L2 teams and service line leads to enhance cross-functional collaboration and streamline service delivery.
• Define baseline metrics and key performance indicators (KPIs) with clear targets.
• Ensure consistent reporting of performance metrics across ETS teams.
• Conduct trend analysis to identify performance gaps or unwanted trends and initiate targeted service improvement initiatives.

Major Incident Management

• Perform severity assessments and align technical resources for incidents meeting major incident criteria.
• Develop and manage communication processes for leadership and stakeholders during major incidents.
• Partner with Major Incident and L1/L2 teams to ensure accurate and timely updates are shared with the organization.

About You:

You're a fit for the role of Sr Endpoint engineering Services specialistif your background includes:

• Participate in Global Service Forums (GSF) and Internal Governance Forums (IGSF) with service owners.
• Serve as a liaison between governance forums and ETS service lines, ensuring timely action tracking and closure.
• Establish and govern internal Change Advisory Board (CAB) processes for ETS, integrated with the Enterprise CAB.
• Define change management guidelines, governance strategies, and communication protocols.
• Drive process standardization and ensure consistent practices across ETS teams.
• Focus on data-driven service enhancements and collaboration with service lines to improve overall service quality.
• 6-10 years relevant expreince
• IT gradua
• Strong expertise in EUC technologies and service delivery frameworks.
• Proven experience in governance, performance management, and service improvement initiatives.
• Exceptional communication and collaboration skills to engage with diverse teams and stakeholders.
• Familiarity with ITIL processes and change management best practices.

#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.

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