Customer Support Analyst

5 days ago

Denver, Colorado, United States Thomson Reuters Full time
About the Role

We are seeking a highly skilled Customer Support Analyst to join our team at Thomson Reuters. As a key member of our organization, you will play a critical role in ensuring the success of our customers by providing exceptional support and guidance.

Key Responsibilities
  • Elicit, write, and communicate business requirements between development and clients to design and implement business solutions.
  • Translate complex business requirements into technical solutions as required.
  • Make technical solution recommendations to meet requirements based on understanding of how technical solutions will impact the business and stakeholders.
  • Prepare HTML mockups of proposed screens.
  • Develop Functional Specifications according to standard templates and map them to functional specifications.
  • Define business rules and logic, as well as acceptance criteria.
  • Perform requirements gathering and business analysis through techniques such as data gathering, reviewing current system documentation, business process modeling, assisting or conducting Joint Application Design sessions, and gap analysis.
  • Work on the day-to-day maintenance of existing content to ensure it is up to date and maintained in a timely manner.
  • Serve as a conduit between the operations community (internal customers) and the software development team.
  • Complete tasks with input from the Client Satisfaction Manager.
  • Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Services Lead.
  • Organize and analyze source materials such as design and test specifications, design documents, and other scoping material.
  • Understand corporate goals and practices and apply them when resolving a variety of problems.
  • Make a commitment to ensure that customer needs are met by taking personal responsibility for service and quality through building and maintaining a relationship with clients.
About You

You are a fit for this position if your background includes:

  • Bachelor's Degree in a Computer Science, Computer Engineering, Business, or related field, or equivalent experience.
  • 2+ years' experience in requirements gathering and preparation of functional specifications or other technical documentation.
  • Must have analytical, troubleshooting, and decision-making skills.
  • Must have experience with UI mockup.
  • Proven understanding of the full software development lifecycle from planning to implementation and maintenance.
  • Must be quality-focused, organized, and deadline-oriented.
  • Must possess the ability to understand, articulate technical requirements, processes, and translate that information into technical documentation.
  • Must have the ability to work well in a fast-paced professional office environment.
  • Must have ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts, and to facilitate consensus.
  • Must have written and verbal communication skills along with strong customer service skills.
  • Must have strong working knowledge of the Microsoft Office Product Suite.
  • Travel may be required (5% / 1 to 2 Times Per Year).
  • Experience with or understanding of judicial/court process a plus, but not required.
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 cafe 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.

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