Thomson Reuters Holdings Inc.
Customer Support Analyst
Thomson Reuters Holdings Inc., Denver, Colorado, United States, 80285
Customer Support Analyst, Client Satisfaction
The Customer Support Analyst, with guidance from the Customer Satisfaction Manager, acts as a resource for consolidating and translating a diverse set of business requirements to Functional Design Documents in preparation for software development while meeting all of the intended needs of the business to support existing customers. Reviews business and product needs for complex projects; and provides support to customers as required. Authors and communicates requirements documentation. Depending on the nature of the project, undertakes a combination of project management, technical implementation, and testing analyst tasks.
About The Role: As a Customer Support Analyst you will: Elicits, writes formal specifications, and communicates business requirements between development and client to design and implement business solutions. Translates complex business requirements into technical solutions as required. Makes technical solution recommendations to meet requirements based on understanding of how technical solutions will impact the business and stakeholders as required. 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 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. Serves, along with the Client Satisfaction Manager, as a conduit between the operations community (internal customers) and the software development team Complete tasks with input from 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 the position of Customer Support Analyst if your background includes: Bachelor's Degree in a Computer Science, Computer Engineering, Business, related field, or equivalent experience. 2+ years' experience in requirements gathering and preparation of functional specifications or other technical documentation. Must have analytical, troubleshootingand decision making skills. Must have experience with UI mock up. Proven understanding of the 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.
#LI-JF1
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:
Well eing: 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... For full info follow application link.
The Customer Support Analyst, with guidance from the Customer Satisfaction Manager, acts as a resource for consolidating and translating a diverse set of business requirements to Functional Design Documents in preparation for software development while meeting all of the intended needs of the business to support existing customers. Reviews business and product needs for complex projects; and provides support to customers as required. Authors and communicates requirements documentation. Depending on the nature of the project, undertakes a combination of project management, technical implementation, and testing analyst tasks.
About The Role: As a Customer Support Analyst you will: Elicits, writes formal specifications, and communicates business requirements between development and client to design and implement business solutions. Translates complex business requirements into technical solutions as required. Makes technical solution recommendations to meet requirements based on understanding of how technical solutions will impact the business and stakeholders as required. 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 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. Serves, along with the Client Satisfaction Manager, as a conduit between the operations community (internal customers) and the software development team Complete tasks with input from 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 the position of Customer Support Analyst if your background includes: Bachelor's Degree in a Computer Science, Computer Engineering, Business, related field, or equivalent experience. 2+ years' experience in requirements gathering and preparation of functional specifications or other technical documentation. Must have analytical, troubleshootingand decision making skills. Must have experience with UI mock up. Proven understanding of the 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.
#LI-JF1
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:
Well eing: 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... For full info follow application link.