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Problem Analyst

Thomson Reuters Technology Operations 1/3/2018 3:46:07 PM St. Louis, MO United States of America
Job Description

Thomson Reuters Global Operations has adopted the ITIL Framework in order to provide reliable and responsive service the clients world wide.  To execute the reactive and proactive Problem Management processes or those used in Risk & Controls to ensure that agreed service levels are met, that tangible service improvements are implemented and to contribute to the overall reduction in Service Delivery unit costs. To fully comply and support the use of the One World processes, ensuring compliance at all levels and highlighting any such breaches to management as appropriate.

As a Problem Analyst you will be responsible for quality of services and execution of all processes (e.g. ITIL) performed according to established global standards including but not limited to:

  • Providing subject matter expertise within the discipline to ensure execution processes and to operations groups are supported and to resolve any anomalies
  • Track and publish problem data to ensure problems are resolved quickly and effectively (Post Incident Reviews)
  • Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database
  • Instigate forums with appropriate groups to conduct and drive Root Cause Analysis of service affecting problems, ensuring actions are delivered within agreed timescales
  • Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the ‘Trend Analysis’ process.
  • Manage the execution of reactive and dedicated processes and activities required to design, implement, maintain, and improve the compliance and performance of operations processes.
  • Understand business problems and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve its goals
  • Ensure business objectives are identified, understood, and accounted for in the development of technology solutions.
  • Typical responsibilities may include complex data mining, trend analysis, metric and report production, process maturity and compliance assessment, process flow charting, and iterative process activities
  • Initiate and leads Service Improvement Projects (SIP); coordinates business-as-usual and ad hoc activities to improve service and/or reduce cost.
  • Provide status updates and coordinates/facilitates meetings as needed


  • Experience in an IT or Statistical role within a Global Organization.
  • Good knowledge of MS-Windows OS, MS-Office, Reporting tools.
  • Logical with strong analytical skills
  • Strong statistical knowledge and data mining technique
  • Excellent English language skills – understanding, speaking and writing
  • Previous Incident Management or Problem Management experience a benefit 
  • Operations Management experience a benefit
  • ITIL V3 Foundations a benefit.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

St. Louis-Missouri-United States of America
Req #: JREQ095985
Locations: St. Louis-Missouri-United States of America
Job Function: Technology Operations
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