Application Analyst - SQL Required

Application Analyst

An Application Analyst will provide essential second-level technical support to internal stakeholders and 3rd party engineers regarding Thomson Reuters products. This role involves direct interaction with customers to resolve complex issues, alongside performing customer site maintenance and repair activities. The position leverages innovative technologies and globally consistent methodologies to ensure high-quality support and customer satisfaction. The successful candidate will be adept at problem-solving, possess relevant engineering expertise, and be committed to maintaining awareness of evolving technologies.

About the Role

 As an Application Analyst, you will:

• Provide engineering expertise on a designated range of Thomson Reuters products or on non-complex products.

• Interface effectively with product support groups and development groups to facilitate issue resolution and knowledge sharing.

• Perform customer site break-fix activities remotely (or dispatch to site when required) and potentially full-time on-site, using globally consistent methodologies and tools.

• Provide second-level support for problem resolution, which includes the systematic reproduction of customer-reported issues to identify root causes.

• Maintain awareness of relevant technical and product trends through self-learning/study, participation in training classes, and job shadowing.

• Maintain accurate and thorough site documentation related to customer installations and support activities.

• Provide valuable feedback to development and qualification teams based on field experience and customer interactions.

• Deliver technical training to both frontline support teams and 3rd party engineers to enhance their product knowledge and troubleshooting skills.

• Escalate major, elusive, or recurrent issues that affect customer satisfaction through appropriate channels.

About You 

To be successful in achieving these goals, you will be:

• A Problem-Solver: Demonstrating strong diagnostic and troubleshooting capabilities to resolve complex technical issues effectively.

• Customer-Focused: Committed to interacting with customers professionally to understand and resolve their issues, ensuring a positive experience.

• An Effective Communicator: Able to clearly and concisely convey technical information to diverse audiences, including customers, internal teams, and third-party engineers.

• Proactive & A Continuous Learner: Taking initiative to maintain awareness of relevant technical and product trends through self-study and formal training.

• Detail-Oriented: Ensuring accuracy and thoroughness in maintaining site documentation and tracking issue resolution.

• Collaborative: Working effectively with internal teams (Product Support, Development) and external partners to achieve common goals.

Preferred Qualifications

• Proven experience in providing second-level technical support.

• Proficient in SQL

• Typically, 2+ years of experience in a technical support

• Demonstrable engineering expertise relevant to complex software/hardware products, preferably within the Thomson Reuters product landscape or similar.

• Experience with Global trade

• Experience performing customer site break-fix activities, both remotely and on-site.

• Proficiency in issue reproduction methodologies and the use of diagnostic tools.

• Ability to maintain comprehensive site documentation.

• Experience providing technical training to various audiences.

• Familiarity with support escalation procedures and IT service management (ITSM) principles.

• Knowledge of globally consistent support methodologies and remote support tools.

• A technical degree or certification in a relevant field (e.g., Computer Science, Engineering, Information Technology) is preferred, or equivalent professional experience.

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What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

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