We are seeking a motivated Application Support Analyst to begin an exciting journey with our global service management team. You will be a key contributor within a team that is central to supporting Thomson Reuters' FindLaw Segment — the world's leading provider of legal information and internet marketing solutions tailored to consumers, small businesses, and law firms. In this role, you will provide vital application support, ensuring operational efficiency and problem resolution. Your focus will include triaging and troubleshooting customer and system issues, tracking key service metrics and trends, and working closely with development and fulfillment teams to maintain service excellence. Embrace this opportunity to develop your technical skills and contribute to a culture of continuous improvement and technical innovation.

About the role:
In this opportunity as Application Support Analyst, you will:

• Serve as the first point of contact for users experiencing issues with our applications. In FindLaw, you will support internal employees fulfilling requests on behalf of our customers (ServiceNow, Microsoft Azure DevOps).
• Analyze and resolve complex application issues, identify root causes, and implement solutions to prevent future occurrences (Datadog, DBeaver).
• Continuously assess and improve support processes, and make recommendations for application enhancements.
• Maintain detailed documentation on application configurations, processes, and troubleshooting guides (Office 365, Microsoft SharePoint, Lucid).
• Develop and provide user training and support documentation to assist users in effectively utilizing the applications.
• Work closely with the development and fulfillment teams to communicate application changes, bugs, and user feedback (Microsoft Teams).
• Generate and maintain reports on service quality, application issues, and enhancement requests (Microsoft Power BI, PowerPoint).
• Leverage AI/ML technologies to optimize operational workflows and contribute to higher productivity and service quality (OpenAI's GPT, Anthropic's Claude, Microsoft's Copilot).

 
About you:
You'll fit for an Application Support Analyst, if your background includes:

• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience.
• Basic understanding of cloud services (AWS, Azure, or GCP) with a preference for hands-on AWS experience.
• Familiarity with service management responsibilities (ITIL, Site Reliability Engineering) and Agile methodologies.
• Practical knowledge of programming (Java, C#) and scripting (Python, Bash, PowerShell) languages, as well as version control practices and tooling (Git).
• Hands-on experience with core database concepts and proficiency in SQL; capable of executing basic data manipulation and retrieval queries.
• Strong team collaboration skills, with the ability to work effectively across various departments.
• Excellent communication skills, including the ability to simplify complex technical details for a non-technical audience.
• Proven problem-solving and analytical skills, with the ability to effectively prioritize and manage multiple tasks.
• A customer-focused approach to support, with patience and a positive attitude when dealing with user issues.
• A proactive attitude towards learning and embracing new technologies as industry trends and best practices evolve.

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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:

• 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, 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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