http://jobs.thomsonreuters.com/feeds/support-manager-job-description/ Custom RSS Feed for support-manager-job-description Tue, 21 May 2013 12:11:00 GMT en-us /sites/thomson-reuters/images/logo.jpg http://jobs.thomsonreuters.com/feeds/support-manager-job-description/ 720 Title:Application Support Manager
ID:TEC00027919

Description

Primary Objective

The Application Support Manager oversees Life Science application web support team responsible for multiple issues encompassing application availability, patching, performance, 2nd level support (24x7) and release management. The Application Support Manager directs daily operations of the support teams, manages key metrics, service delivery and is responsible for planning and execution of projects that support goals and address operational challenges.

Key Responsibilities
- Supervision - Build effective teams through leadership and interaction with team members that includes both onshore and offshore staff. Effectively manage team member’s performance, goal setting and career/professional growth in line with organizational objectives.
- 2nd Level Support - Immediate 24 X 7 support for 1st level. Manage the escalation of support cases escalated via SFDC from Customer Technical Support to meet the SLA’s that are in place.
- Monitoring – Ensure that the application meets or exceeds the Key Metrics that have been established.
- Patching – Prioritize and ensure quality development of patches that are deployed to the production environment
- Application Release – Coordinate application releases with cross functional teams to ensure all the related information is gathered to successfully deploy patches and application releases with minimal disruption to customers.
- Project Management - Coordinate DCO initiatives amongst the cross-functional team to ensure they are completed successfully with minimal impact to customers
- Be the single point of contact during production issues
- Ability to provide risk assessments in supporting new projects
We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Qualifications, Experience, Knowledge and Skills
- Bachelor's Degree
- Strong UNIX / Linux skills with at least 5 years experience.
- SQL proficiency and DB experience (Oracle/MySQL)
- Knowledge of Development Life Cycle; Proficient in JAVA and JAVA Scripting
- Understanding of multi-tiered web application architecture.
- Understanding of Internet technologies such as TCP / IP protocols, HTTP protocol and proxy servers.
- Ability to multi-task with regular interruptions
- Excellent organizational, time management, written and verbal communication skills
- Ability to perform effectively and with confidence under high-pressure and challenging situations
- Excellent interpersonal skills; ability to build and maintain positive relationships and influence at all levels of the organization
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 over 60,000 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.

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

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Operations
Primary Location: London, GB
Other Locations:
Organization: IP & Science Technology
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel: Yes, 10 % of the Time
]]>Wed, 08 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/London-Application-Support-Manager-Job/2536332/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/London-Application-Support-Manager-Job/2536332/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:EMEA CPS Storage Support Lead
ID:TEC00027099

Description

Overview of role
EMEA CPS Storage Support Lead - Leading a team of support engineers responsible for Storage and Backup functions across DCO. This is a team lead position with direct line management responsibilities for a team of 5+ Storage engineers providing Global support services for Production Infrastructure. The supported infrastructure consists of multi vendor SAN, Network attached storage and various backup capabilities across a variety of platforms and operating systems. Candidates will need to be able to demonstrate customer focus, leadership skills, experience working in a global support organisation, and excellent written / spoken communication skills.

Essential responsibilities
Accountable for the management and support of the Storage and Backup function within DCO. Line Management responsibilities for 5+ engineers, including one-to-one's, people development, team reviews, performance management and recruitment. Ensuring the team fully understand their role and responsibilities within the Support function and adhere to the standard processes and procedures within Thomson Reuters including ITIL Service Management framework. Incident managment, focusing on our customers, ensuring issues are managed and resolved in a timely and consistent manner. Primary point of contact for escalations and service related issues. Ensuring that the team have the relevant skillset to deliver quality service to our customers. Driving best practices to deliver consistency and standardisation. Measuring and improving the customer experience with the strategic intent of improving service. Help to drive and implement the vision and strategy for DCO. Help to identify and drive efficiencies, process / procedural enhancements, and automation as part of continuous service improvement.

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Required skills

5+ years experience working as a Team Lead or Manager in a Global support organisation.
Strong Incident management skills, capable of leading large scale recovery efforts and managing major incidents.
5+ years experience of technical support, working in a similar environment with a variety of multi vendor infrastructure / technology capabilties.
Excellent oral and written communication skills.
Good understanding / prior experience working with and supporting large scale (Enterprise) Storage and Backup environmentsAt 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 over 60,000 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.

Desireable skills
Familiarity / Experience in support roles encorporating other technologies such as Networks, Platforms (Wintel / Unix) etc.

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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Operations
Primary Location: London, GB
Other Locations:
Organization: Tech - Data Center Operations
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Wed, 01 May 2013 03:00:00 GMThttp://jobs.thomsonreuters.com/job/London-EMEA-CPS-Storage-Support-Lead-Job/2460792/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/London-EMEA-CPS-Storage-Support-Lead-Job/2460792/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Account Manager, Scientific & Scholarly Research (SSR)
ID:SAL00009625

Description

You will be responsible for effectively managing, sustaining and developing customers within SSR market inChina. This will involve promoting and marketing wide ranging information products, supported by a marketing and training program, with the overall goal of achieving demanding but realistic targets.

Job Description:

Responsible for the achievement of the target in the assigned territory

Create key account development plan with the Manager, Academic & Government SBU
Development and maintain long-term cooperation relationship with key accounts in the territory

Contribute to the marketing plan with the SSR team
Participate in key account and industry events
Display and demonstrate products at conferences, seminars & customer visits
Coordinate customer support and service as required.
Provide regularly reporting and required information to managers on timely basis

Qualifications

Master
degree or above
, preferably in Science, Technology or Medicine related subject
At least
3
yrs sales experience. Experience with database sales inChinato be preferred.
General knowledge of Research & Development structures inChina
Fluency in English
Effective communication skills
Attention to detail
Excellent organizational skills
Research skills and able to work on own initiative
Customer focused

Job: Sales
Primary Location: Beijing, CN
Other Locations:
Organization: IP & Science Asia Pacific
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Sat, 27 Apr 2013 03:00:00 GMThttp://jobs.thomsonreuters.com/job/Unit-610-North-Twr-Account-Manager%2C-Scientific-&-Scholarly-Research-%28SSR%29-Job/2518898/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Unit-610-North-Twr-Account-Manager%2C-Scientific-&-Scholarly-Research-%28SSR%29-Job/2518898/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Customer Support Analyst (Technical)
ID:CUS00006869

Description

At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.

Job Summary:

You are responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests. In addition to responding to support incidents logged by customers and ensuring proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. You will receive minimal direction on routine and general problem solving issues.

Job Responsibilities include:
-Provide first line support for customer service requests logged either through the Sabrix Support Network or through the toll free customer hot line. Support includes:
- Researching initial request
- Confirming expectations with the customer
- Resolving requests using existing knowledge base, historical records and/or own experience.
- Follow established escalation procedures to assign request to appropriate level as required.
- Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request.
-Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners.
-Evaluate existing customer support plans and procedures. Update as required.
-Assist with other technical and analytical projects as assigned.
-Convey customer feedback to product management and executive staff.
-Maintain a working relationship with all departments

Qualifications

· Bachelor's degree in business, information systems or computer science or equivalent experience desired.

· 2+ years of equivalent experience including experience with ERP applications and help desk operations.

· Experience with tax automation systems as part of an ERP (Sabrix, Vertex, Taxware etc) is desired

Special skills and knowledge requirements:

· Strong functional business application acumen. Ability to learn new technologies quickly.

· Experience with relational databases desired, not required.

· Experience with Application Servers desired, not required.

· Experience determining and developing requirements for enterprise financial solutions

· Good project management skills and experience

· Ability to manage multiple priorities (adept at multi-tasking)

· Commitment to detail and follow through

· Strong interpersonal communication and customer interaction skills

· Must be creative, innovative and flexible with the ability to work in a matrixed environment.

· Detailed understanding of general business and management practices is highly desired

· PC and related software applications.

· ERP applications experience (Oracle Financials, SAP, PeopleSoft, etc) desired.

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 over 55,000 colleagues 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, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer.

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

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service & Support
Primary Location: Lake Oswego, OR, US
Other Locations:
Organization: Tax&Acctg Indirect Tax
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel:
]]>Fri, 10 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/Lake-Oswego-Customer-Support-Analyst-%28Technical%29-Job-OR-97034/2477632/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Lake-Oswego-Customer-Support-Analyst-%28Technical%29-Job-OR-97034/2477632/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Academic Sales Specialist
ID:SAL00010023

Description

An opportunity exists with a highly respected company which is one of the largest providers of integrated e-information and print solutions in the world, serving academic, business and professional customers, with particular emphasis on the legal and accounting sectors in Queensland.

The Academic Sales division develops, sells and supports the tertiary academic textbook market. The primary purpose of this position is to manage key academic relationships on campus and support both sales and products in a retail environment.

Reporting to the National Sales Manager, other responsibilities will include:
- Strong relationship development.
- Liaison with our academic customers to provide tailored product solutions.
- Product development and support team assistance.

Qualifications

Ideally, your background may include tertiary text sales and previous exposure to the legal & tax markets will be looked upon favourably.

This role offers a competitive salary, attractive commission plan and a car allowance. It will suit candidates with initiative and the capacity to manage a large and dispersed customer base.

If you think you fit the above profile and have a strong desire to succeed and be part of a winning team please address your resume to:stephen.rennie@thomsonreuters.com no later than 24 May 2013.

Job: Sales
Primary Location: Brisbane, AU
Other Locations:
Organization: L ANZ
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Tue, 14 May 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/Brisbane-Academic-Sales-Specialist-Job/2596022/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Brisbane-Academic-Sales-Specialist-Job/2596022/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Associate, Client Services German Speaking
ID:CUS00006472

Description

The Client Services team reports to the Client Services Manager, and works closely with our Sales Support and Market Support Teams to deliver the Tradeweb suite of products to our clients on the buy and sell sides. As a Client Services Representative, you will be expected to deliver an excellent level of service to all clients, dealing with requests for information, queries and problems in an efficient and friendly manner and developing and maintaining a thorough understanding of our products and services in order to meet with our clients’ demands.

Main Responsibilities include:


- Support buy and sell side clients with general platform / product queries
- Support internal teams in getting clients connected, delivering initial user training (client and dealer)
- Work directly with the Sales Support and Regional / Specialist Sales Teams to onboard new clients, including training and the timely completion of relevant legal processes and documentation
- Work directly with the Markets Support and Product Management teams on Dealer and Product Implementations.
- Ensure the system is prepared for daily trading and monitoring for potential problems throughout the day
- Ownership of some buy and sell side procedure and documentation
- Carry out daily administrative tasks including ownership and input of new security data and the creation of new logins

Qualifications

Essential Skills / Experience:
· Fluent (to native level) in German
· Educated to degree level standard or equivalent, with a classification of 2:1 or above
· Customer service or Administrative experience within Financial Services is advantageous
· Able to prioritise tasks and maintain a professional approach under pressure
· Proven ability to work as part of a team
· Results oriented and motivated to deliver excellent client service
· Fluency in an additional foreign language, would be advantageous but not essential

Core working hours are 8am-5.30pm however a shift to cover trading from 6.45am operates from 6.45am- 4.00pm one week in every four weeks.

Job: Customer Service & Support
Primary Location: London, GB
Other Locations:
Organization: (inactive) TradeWeb
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Mon, 22 Apr 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/99-Gresham-Street-Associate%2C-Client-Services-German-Speaking-Job/2234132/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/99-Gresham-Street-Associate%2C-Client-Services-German-Speaking-Job/2234132/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Support Manager
ID:TEC00027948

Description

Position summary: Manages multiple teams responsible for the courteous and prompt provision of operational support related to assigned application systems. This includes planning and delivery of the operating plan as well as accountability to ensure Thomson Reuters products function as designed and remain competitive in the marketplace.

Major responsibilities of this position:
- Manage customer support and problem resolution for multiple applications by monitoring and maintaining case workflows while delivering customer excellence.
- Manage support and production development teams including assigning tasks, providing guidance and performing reviews.
- Manage customer concerns, expectations and priorities.
- Conduct status meetings to communicate objectives clearly and accurately to team.
- Regularly follow-up with customers to ensure a quality support experience.
- Establish technical direction and strategy for group.
- Represents the team at customer sites if required.
- Serves as escalation point for urgent and highly sensitive customer issues.
- Reviews and/or approves complex technical plans and solutions as applicable.
- Ensures team members are recruited, developed, organized, and equipped to operate efficiently and effectively in pursuit of company business objectives.
- Has responsibility for assigning work, allocating resources, monitoring results, controlling costs, as well as, managing and mentoring staff.
- Translates business and strategic objectives into tactical project plans.
- Establishes and maintains key process standards and best practices.
- Management and coordination of user group meetings and annual user conference.We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications
- Bachelor degree in computer, technical or business related field plus a minimum of five years telephone support management or combination thereof
- Assessment or Government Tax experience or knowledge is preferred
- Excellent communication, organization and interpersonal skills
- Business travel is required with frequency determined at the supervisor’s discretion
- May require extended work schedules, tight deadlines and conflicting priorities
- Broad experience in technology and/or operations.
- Extensive project management and team leadership experience.
- Broad technical and business knowledge.
- Experience in applying principles, theories, practices, and techniques for managing activities involved in resolving customer problems.
- Proven track record of leadership and motivational skills of one or more teams.
- Excellent communication and presentation skills to enable effective presentation of information for discussion with higher levels within the business.
- Up-to-date knowledge of organization’s tools and technologies
- Strong leadership and project management skills
- Management skills to leverage employees’ skills and knowledge to maximize team effectiveness and meet organizational objectives
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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Development
Primary Location: Hays, KS, US
Other Locations:
Organization: Tax&Acctg Government
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel: Yes, 25 % of the Time
]]>Wed, 08 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/Hays-Support-Manager-Job-KS-67601/2538726/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Hays-Support-Manager-Job-KS-67601/2538726/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:2nd Level WAN Support Engineer
ID:TEC00027458

Description

2nd Level WAN Support Engineer

Overview
The purpose of the 2nd level support organisation is to provide a world class support service to compliment the first level GNOC. Primary rolewill be to resolve complex issues referrered from the 1st level teams accross all WAN platforms in both the core and edge of the network. Directed by the manager of this team ,drive for constant improvement in fault resolution and this will involve development of tools and scripts to ensure that much of the first line activities can be simplified or automated.

The role also includes in depth involvement with the change control process and developing tools and techniques to identify and avoid change clashes in either our own or 3rd party driven change.

Whilst the role will concentrate on Service assurance the team will also be expected to be involved in implementing pilot installations of all new technologies to be able to determine an effective support model and to deliver all required support documentation

As the current network is based entirely on Cisco hardware then a Cisco certification of CCNP is a minimum requirement.

Responsibilities
- Own and drive incidents referred through the incident management process through to resolution and represent WAN support at ICC
- To reduce the number of incidents across the WAN infrastructure by the application of effective analysis and recommendation of remediation activities for incident & problem management.
- Engage in service Improvement Programmes indentified as part of the PIR process.
- End to end service accountability for all WAN support activities.
- To provide lead technical support functions across the entire Platform and Tools portfolio of supported products:
- To provide the support requirements for new WAN Infrastructure.
- Line with ITIL framework, ensure all operational best practise is adhered to.
- Through scripting and tools ensure global compliance to all defined standards and policies.
- Liaise with appropriate development and implementation teams to ensure that the introduction of new/upgraded service and infrastructure does not compromise existing support
- Work with GNOC to provide automated solutions are provided for repeatable practises
- Work with implementation and engineering to provide consistent and adequate documentation is available for GNOC
- Build a 2nd level support repository
- Conform to acknowledged & agreed ISO standardsWe are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Preferred Skills
- Minimum 5 years in a WAN operatonal environment
- CCNA Minimum, CCNP Preferred
- ITIL AccreditedDesired Skills
Juniper experience

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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Operations
Primary Location: Boston, MA, US
Other Locations:
Organization: F&R CTO Network Communications
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel: No
]]>Tue, 23 Apr 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/Boston-2nd-Level-WAN-Support-Engineer-Job-MA-02108/2561413/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Boston-2nd-Level-WAN-Support-Engineer-Job-MA-02108/2561413/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Director, Customer Support
ID:CUS00006829

Description

Director, Customer Support

Thomson Reuters seeks an experienced Director of Customer Support to lead its customer support strategy, operations and call center activity. This individual will have overall responsibility of two support teams with a total of 15-20 customer support representatives, both onsite and remote. The Director will report directly to the VP of Product/Market Strategy.

Responsibilities:
- Ownership of Service Level Management/SLAs, and Overall Customer Satisfaction.
- Update Service Level Management Model (wait times/priorities).
- Update scheduling/queuing strategies to meet SLAs.
- Measure service levels & represent the customer view on major service issues.
- Case forecasting/staffing needs.
- Responsible for managing the front-line and second-line Customer Support organization and achieve consistent customer service excellence through the group's operational performance.
- Work closely with managers in other departments, such as sales and technology, on escalated issues, and on updating policies and procedures for client services.
- Manage Support Case Console Configuration and Case Management Processes.
- Ownership of CRM Software (Salesforce.com) Optimization to Meet Needs (Reporting, Customer Feedback, FAQs, Queuing, etc).
- Manage the defect escalation process — ensure communication between Support and Development.
- Ensure support rep knowledge, competency, and tools meet standards for Customer Service.
- Lead team members to ensure high performance through effective hiring, coaching and professional development. Mentor, motivate, develop, measure and reward team members.
- Proactively identify opportunities to eliminate support issues, improve service, improve usability, and increase customer satisfaction.
- Communication of Scheduled/Unscheduled Outages to Clients.
- Continuous Improvement Ideas/Implementation.
- Improve Customer Service.
- Improve Support Processes/Efficiencies.
- Reduce Costs.
- Increase Team Moral/Employee Satisfaction.
- This role is responsible for creating an environment to attract and retain appropriate talent.
- This position manages the financial and operational performance of a functional area and provides leadership direction through their managers.We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

About the IP & Science Business of Thomson Reuters
The IP & Science business is a global provider of information solutions to assist professionals at every stage of research and development and ensure they maintain and extract maximum value from their intellectual assets.

IP & Science is part of Thomson Reuters (www.thomsonreuters.com), the world's leading source of intelligent information for businesses and professionals. Scientific information solutions can be found at thomsonreuters.com.

Qualifications
- 7+ years experience in technical customer support management, preferably in support of a software product/service.
- Bachelor’s degree preferred.
- Experience in managing and configuring CRM and Call Center Software Packages to achieve support operations goals.
- Management of geographically dispersed and/or international teams a plus.
- Strong interpersonal skills and customer service focus.
- Grasp and analyze complex, multi-dimensional problems. Act decisively.
- Work collaboratively with relevant internal groups to achieve short, medium & long term results.
- Designs clear solutions that can be implemented by others.
- Continuously measure and benchmark output capability and success criteria of the group.
- Communicate values for great customer service in a way that inspires others to achieve superior performance.
- Excellent written and verbal communication skills.
- Coaching and leadership skills a requirement.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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the 2013 fiscal year (October 1, 2012-September 30, 2013).

Job: Customer Service & Support
Primary Location: Charlottesville, VA, US
Other Locations:
Organization: Scientific&Scholarly Rsch
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel: Yes, 10 % of the Time
]]>Thu, 09 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/Charlottesville-Director%2C-Customer-Support-Job-VA-22901/2475227/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Charlottesville-Director%2C-Customer-Support-Job-VA-22901/2475227/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Shift Operations Manager
ID:TEC00028309

Description

Position Summary:

Project Summary and Position Overview: DCO Level 1 (GCS) is a Global Network/Platform support team which looks after the ex Markets Global network and platform systems.The team monitors (eyes on glass monitoring & initial triage) and support (First Line production support) Thomson Reuters production systems and services globally to meet or exceed agreed service levels on a 24x7x365 basis. The role is based out of Bangalore and supporting the services globally.

Essential Responsibilities

- Adhere to Design standards and implement solutions as per the project timelines
- Interact with functional team members as part of the agile scrums.
- Interact with
Development Lead / Manager
- Keep team leads updated on status
- Timely solution
- Should be proactive and come up with intelligent, Long term, stable solutions

Shift supervisor manages resources and works with a team that monitors and manage the delivery Thomson Reuters Global network and platform systems to meet or exceed agreed service levels on a 24x7 basis.

Provision of day-to-day management of shift operations staff ensuring that the appropriate level of resources and skills are present for each shift and to ensure financial performance, resource optimization and consistent service coverage, ensuring overall SLAs are met. Management and development of staff.(TBD)

* This job requires to work in 24x7 shift.(atleast 2 weeks a month)

General Management:
- Management and development of staff
- Create an environment to attract and retain appropriate talent
- Resource management for goals and objectives
- Performance management & reviews (Rewards/Benefits/Recognition)
- Recruitment and induction
- Training and development (Personal and Career)
- Employee engagement & team climate
- Management escalations & reporting

Incident Management:
- Incident analysis & definition with IM tool and process compliance
- Increasing the FPOC with WI for incident fix
- Ensuring meeting the MTTR with WI for service restoration
- Managing routine maintenance (system switch, manual backup etc)
- Managing 1st line troubleshooting (beyond WI) & fault detection
- Managing referrals to vendors for smart hands, incident handling onsite (SLA Response/Fix)
- Managing referrals to 2nd line with incident analysis & definition
- Participating in the major incident management process (ICC) and representing DCO on IRT
- Service issues escalation to management
- Escalate in timely manner to avoid incident ticket SLA breaches
- Post incident review for SIP and MOW

Monitoring & Control:
- SDN Processing & GSF Entry
- Managing events monitoring (Minor and Information) for proactive incident handling
- Managing service health checks (Manual) execution
- Managing scheduled jobs review (Backup, Housekeeping etc)

Risk & Control:
- ISO 27001, ISO 9001, ISO 20000 Certifications - Compliance for 1st line Responsibilities

Service Management:
- Deliver to meet metrics for process and service expectations set and agreed
- Practice and comply to all ITIL processes with tools
- Participate to define and understand SLA/OLA for all interfaces in the chain including internal and external parties
- Log time and efforts into resource management tool (Clarity)

This role is to be performed on a
24*7 basis .

Qualifications

Required
Skills:


Experience: 5 years IT experience (with 3 to 5 years experience with Service Desk, ITIL Process, Project and People

Management)
- Excellent written and verbal communication skills
- Excellent leadership skills and assertiveness
- Technical Management expertise for planning & administration and Technical staff to provide first line support services for production environment in data center operations
- Service Support experience using ITIL processes such as Incident, Problem, Change and Release
- Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and
adopting and adapting ideas and practices from elsewhere
- Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems. Ability to work in shift and flexible schedule
- Ability to motivate staff, excellent team skills with ability to listen and contribute to discussions and meetings
- Logical & systematic approach to problem solving requirements
- Writing Skills for Documentation, Building & Maintaining Relationships, Problem Solving and Decision ownership for customer satisfaction through levels of support, planning and organization & working well with Virtual Team are the required key soft skills
- Virtual Team Management Skills
- Relationship Management for services and vendors interface* Ability to effectively communicate complex technical issues from both a management and service angle.

* Ability to coordinate and manage tasks for various projects to insure that all elements of work meet the quality standards, defined scope, and costs.

* Ability to work with personnel at all levels, DC Strategy organizations, and Vendor / Contract organizations to drive SLA commitments.

* Ability to create an excellent team climate to drive performance & standards to meet and exceed the operational metrics defined.

* Ability to work in shifts

Desired Skills :
- ITIL knowledge
- Windows or UNIX hands on experience and basic knowledge
- Networking hands on experience and basic knowledge
- Expert in on of the technology pillar (Storage, Windows, Unix, Networking, Virtual infrastructure, Management systems) and basic knowledge on two or more remaining pillars
- Thorough IT management skills for services / operations with Data Center experience
Certification and Education
- ITIL Foundation
- CCNA
- MCSE/ MCSA

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 over 60,000 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

Job: Technology Operations
Primary Location: Bangalore, IN
Other Locations:
Organization: Tech - Data Center Operations
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Thu, 09 May 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/BLR-Shift-Operations-Manager-Job/2588714/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/BLR-Shift-Operations-Manager-Job/2588714/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Ingénieur support Eikon / Eikon Support Specialist (M/F)
ID:TEC00027780

Description

Eikon Support Specialist

Manage customer expectation and provide proper support service. Investigate technical issues from clients to find root cause of the problem and able to find workaround to the client. Identify the issue whether it's a software defect, if yes, then discuss with development teams and Product managers or any related teams that own that component for the fix.
- Investigate technical client issues with the objective of providing first response and root cause analysis within defined service levels.
- Coordinate with regional support groups, product managers and technical account teams located in London, Paris, Bangkok, Tokyo, Hong Kong, Sydney, St. Louis and New York.
- Collaborate with Development and Quality Assurance departments during and after the investigation process.
- Coordinate with client directly if there's an urgent issue that needs immediate attentions
- Provide 24x7 supports for Severity-1 issues.
- Proactively contribute technical knowledge and recommendations to both internal and external clients.
- Provide training, knowledge sharing to the other support level

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Required skills and experience :
-Experience in Software Development or IT-related job.
-Experience working for a financial institution
-Some programming language experience
-Good knowledge of network management and trouble shooting on Microsoft Windows O/S
-Experience working at a second or third level IT support or in development
-Application support experience
-Good communication skills.
-Eager to learn. Ability to study and research by self.
-Good attitude and able to work as part of a team.
-Ability to analyze information logically and systematically towards problem resolution.
-Ability to handle pressure and deal.
-Having the sense of urgency and able to deal with urgent situation / issues.
-Having service mind and taking accountability for any issues, concern that related to the team and company.
-Experience in Networking area
-Ability to acquire domain knowledge needed in handling technical questions raised by clients and field staff

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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Development
Primary Location: France
Other Locations:
Organization: F&R DP Platform Technology
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Mon, 22 Apr 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/Eikon-Support-Specialist-Job/2558753/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Eikon-Support-Specialist-Job/2558753/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Head of Decision Support (Finance)
ID:ACC00006493

Description

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Head of Decision Support

Reports to: CFO UK Legal
Member of the UK Finance Leadership Team

Purpose of Job:

Provide strategic leadership in the provision of decision support to the UKI Legal business which delivers insight and analysis to senior management and enables them to maximize business performance. This role is the key finance business partner to the Editorial, Product Management, Strategy & Segments and Sales leads. He/she will be responsible for providing analysis and insight for the business including forecasting and ownership of all sales and revenue, product/customer profitability & metrics. Also this role will be responsible for the assessment and commercial viability of potential acquisitions/strategic partnerships.

Be an active member of the finance leadership team in building and developing the business strategy and plan.

Through the course of 2013/14 lead the Decision Support function through the integration of the two businesses ensuring a clear vision and that priorities are communicated while maintaining levels of engagement and performance with the team.

Responsibilities:

Team Leadership & Management
- Leadership of Decision Support Team ensuring the provision of insightful support and analysis to inform and influence business decisions across UK legal business
- Develop and maintain substantive personal relationships with stakeholders
- Demonstrated leadership skills: able to engage & motivate their function through a change.
- Guide direct reports on effective performance management, employee development and resolution of employee relations issues
- Source and develop high-calibre talent and drive their performance
- Achieve high-levels of employee engagement and motivation within the group.

Drive Business Owner Accountability and P&L Ownership
- Proactively challenge and influence senior business management to maximize their own business performance
- Prepare strategic and business plans for business management.
- Ensure an efficient and value adding structure exists for budgeting and forecasts.
- Ensure a structure and mechanisms are in place to drive improvements in business performance through the provision of high quality performance management, insight and analysis.
- Drive overall business reporting for the organization, focus on key business needs and build KPIs for measuring success of the sectors.
- Manage delivery of valuable insights and analysis from direct reports to support business decisions.
- Product profitability analysis
- Leadership of Sales Finance and support functions and supporting Sales VP in developing annual sales strategy and plan, ensuring effective reporting & forecasting of sales & resources to support and drive sales targeting, forecasting and pipeline process / management, development of customer account plans
- Maximise renewal rates and uplifts on existing base, using the most cost effective channels
- Partnering with Head of Commercial Policy to inform pricing and discounting policies to optimize revenue
- Work with the Sales VP & Head of Commercial Policy on the process of designing and evaluating compensation plans in a cost effective manner, territory alignment, incentive plans and programmes to drive sales
- Identify best practice from across Thomson Reuters and from external organisations that can be adopted in programmes to encourage and sustain high performance

Support & Influence Business Case Development
- Lead business management through the investment planning and appraisal process.
- Prepare and present Business performance reviews and updates for senior management
- Provide acquisition and partnership due diligence, financial modelling and integration activities.
- Product launch support (including pricing) and liaison with key financial stakeholders to ensure operational readiness
- Provide input to ad hoc projects within Finance and the business as required.

Qualifications

Position Requirements:

Education and Experience:
- Proven track record with significant experience in commercial finance/ business partnering role & improving business performance
- Qualified accountant (ACA /CIMA / ACCA / CPA); MBA an advantage
- Strong experience in Financial Analysis and forecasting, Cost Reduction & Margin/Profit Reporting
- Relevant degree or professional qualification: Accounting/Economics/Statistics
- Experience in leading and developing teams working in financial partnership with business
Demonstrated ability in providing strategic business emphasis in addition to technical accounting expertise
- Track record of improving business performance
- Demonstrated multitasking skills in a fast-paced environment and matrix environment
- Able to collaborate across multiple functions/organizations, influencing at all levels of the organization
- Demonstrates excellent relationship building skills & influence at senior executive levels.
- Ability to handle objections and counter professionally necessary.
- Problem-solving and analytical skills – ability to analyse complex data and statistics to inform subsequent business decisions or activity
- Comprehensive business and managerial knowledge of function

Personal Qualities:
- Results driven: Acts with a sense of urgency, decisive
- Customer orientation
- Excellent presentation, communication (oral and written) , negotiation and interpersonal skills and capability to apply these skills to all audiences
- Strong managerial and leadership skills: able to motivate & engage through period of change
- Strong organisational/project management skills
- Strategic thinking skills
- Relationship management skills and cross business collaborative approach

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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Accounting & Finance
Primary Location: London, GB
Other Locations:
Organization: L UKI Finance
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel:
]]>Thu, 02 May 2013 05:00:00 GMThttp://jobs.thomsonreuters.com/job/London-Head-of-Decision-Support-%28Finance%29-Job/2577522/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/London-Head-of-Decision-Support-%28Finance%29-Job/2577522/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Webcast Production Manager
ID:CUS00006900

Description

Webcast Production Manager

Overview
We are adding a Webcast Production Manager to our Operations and Support team. This challenging and dynamic role provides excellent client support to a variety of Fortune 500 corporations globally, executing on Webcast event set up, platform training and client consultation around our products and services. This position is the main organizational contact for clients regarding all of Thomson Reuters' Multimedia Solutions, and can be located in our Boston, Toronto, or San Francisco offices.

Responsbilities
- Provide pre and post sales support for webcast and web development projects
- Develop and manage both short and long term event project plans
- Build internal and external virtual teams to facilitate webcasts
- Manage internal resources to ensure projects are completed according to schedule
- Address client questions and concerns regarding virtual and video presentations and webcast events
- Educate clients on Thomson Reuters' webcast products and services
- Troubleshoot technical problems before the event and liaise with internal teams to properly service client needs
- Monitor live webcast events and provide on-line support for client during the event
- Build strong and productive working relationship with clients and teammates
- Strong communication links with the webcast team throughout all stages of the webcast: Pre-event, live-event and post-event with a concise verbal and/or written post-mortem/summaryWe are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Required Skills
- Minimum 4 years of experience in project management, customer service and/or audio visual production
- Strong attention to detail, while managing multiple concurrent projects
- Outstanding relationship building skills
- Intensely service driven
- Understanding of HTML
- Excellent verbal and written communication
- Excellent interpersonal skills
- Ability to work independently in a faced-paced environment
- Experience with event planning a plusEducation
BA or BS required

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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service & Support
Primary Location: Boston, MA, US
Other Locations:
Organization: F&R Investors Corp Services
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel: No
]]>Tue, 07 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/Boston-Webcast-Production-Manager-Job-MA-02108/2534263/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Boston-Webcast-Production-Manager-Job-MA-02108/2534263/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Manager, Talent & Development
ID:HUM00002026

Description

Thomson Reuters is seeking qualified candidates for a Talent & Development Manager opportunity based in our midtown Manhattan office. This exciting opportunity has arisen for a Learning & Development Manager to play an important role in the L&D team in helping drive the Leadership and Management agenda forward in order to deliver key business results.

This is a key role which will help shape the implementation of the L&D Management and Leadership agenda at a Global level through exceptional project management, operational support, customer service, flawless execution, and a continuous process improvement mentality.

Responsibilities:

Program Management
-Lead project management for large scale (approx 10k+) global programs being responsible for developing and executing project charters including planning, development and tracking of schedule and budget, co-ordinating resources across functions and locations to ensure quality delivery, supporting the marketing and communication plans, monitoring, evaluation and reporting around all aspect of this complex project.

L&D Logistics and Operational Support
-Lead a small global team and develop a global network to:
- Manage instructor led delivery and logistics successfully, coordinating course enrolment, course scheduling, venues, preparing course materials, equipment, facilities etc.
- Maintain a positive relationship with training partners, keeping up to date contracts, timely payment of invoices and adherence to cancellation policies.
- Manage course information, ensuring that L&D courses are up-to-date and accurate in the LMS.
- Coordinate events and undertake administration duties for L&D Directors and VPs.
Coordinate the Creation of L&D materials
-Work with external vendors and L&D Directors and VPs to:
- Create and/or manage the creation and testing of e-learning and all new L&D media designed to meet learning objectives.
- Create and/or manage the creation of training materials for instructor-led sessions and supporting toolkits designed to meet learning objectives.

L&D Research, Metrics and Analysis
-Support L&D Directors and VPs in conducting internal and external research which supports the development of L&D interventions.
- Utilize external and internal (qualitative and quantatitive) data to analyze and measure the business impact of learning solutions. Provide analysis and recommendations to the leadership team.
- Additional ad-hoc high value research and analysis.
Team Leader:
-Manage operational delivery of Talent associate and oversee support being delivered for the L&D Leadership.
- Provide career development and performance guidance to less experienced Associates in order to develop sustainable high performance.Scope and Impact
- Manage project and program based budget to ensure that the ROI is fully realized.
- Manage colleagues dedicated to projects and programs under the responsibility of this role.
- Support other team members to promote their performance and develop to their full capability.
- Represent the Learning & Development function and build its reputation for quality deliverables with other colleagues.

Relationships: Internal/External
-Internal relationship building within the HR community, business segment and functional leaders, key stakeholders and the Talent & Development team
- External relationship building with vendors and consultants

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Skills and requirements:
- Strong project management skills; adept in creating and executing project plans and managing successful project execution across businesses, geographies and disciplines
- People management skills; team building and leadership skills to achieve high performance from team
- Superior collaboration and communication skills; ability to build relationships with and consult at all levels within an organization
- Experience in Learning and Development or related area with broader HR knowledge preferable
- Demonstrated ability to deliver results exceeding expectations with clients and key stakeholders
- Customer and business acumen; demonstrated stakeholder management skills
- Must have strong organization and time management skills and able to manage multiple projects simultaneously
- Must be willing to further develop L&D expertise in conjunction with maintaining all project management related duties
- Strong customer service bias to effectively respond to user / client enquiries and resolve any issues
- Excellent communication skills (both written and verbal)
- Ability to use good judgement in making decisions
- Ability to interface with all levels of the organization
- Proficient in the use of PowerPoint, Excel and Word
Certification/Education
-BA/BS/ Masters in Business Administration or Human Resources or related L&D experience. Project management certification/ experience required.

Professional Experience
- Managing global projects within matrix environment
- Managing high profile programs with exposure to senior stakeholders
- Creating a global network and developing others in a team environment in order to successfully execute large scale projects
- Developing communications, including creating email flyers, PowerPoint presentations etc.
Behavioral Competencies
- Manager, Projects
- Manager, Learning & Development
- Associate, Projects
- Team CoordinatorAt 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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the 2014 fiscal year (October 1, 2013-September 30, 2014).

Job: Human Resources
Primary Location: New York City, NY, US
Other Locations:
Organization: People - Talent & Development
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel: Yes, 10 % of the Time
]]>Wed, 15 May 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/New-York-Manager%2C-Talent-&-Development-Job-NY-10001/2599715/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/New-York-Manager%2C-Talent-&-Development-Job-NY-10001/2599715/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:SOMS
ID:CUS00006855

Description

This position is responsible for the entire order life cycle (quote submission, order processing, permissioning, and billing) while providing support to the account team and associated client base. This includes meeting requirements and deadlines in an accurate and timely manner, and ensuring customer satisfaction throughout the quote to billing process. English and Portugues language preferrable.

Qualifications

Continuously build knowledge based on the initial trianing period, manage order life cycle from end to end for all client users, compile documentation into Siebel, provide information and resolve problems with ThomsonReuters' data as they relate to the product, clients requests. Use CRM software to adequately document progress of requests and inform internal and external clients of status and expected resolution or completion, accountable for identifying and escalating obstacles influencing timely resolution to customer requests, ability to adjust support procedures to optimize the efficiency of service, adhere to quality standards for the department, review and adhere to daily schedule, take on projects as requested.

Degree in job related discipline (e.g. business, finance, economics or systems / technology) or equivalent work experience in related field
- Proficient in Windows based PC applications
- 2 years minimum work experience in customer services
- Ability to manage and track multiple activities
- Ability to work in a demanding environment to meet client deadlines
- Attention to detail
- Ability to communicate at all levels
- Ability to work well as a member of a team
Proficient in English language.

Job: Customer Service & Support
Primary Location: Buenos Aires, AR
Other Locations:
Organization: F&R Customer Administration
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel: No
]]>Mon, 29 Apr 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/Buenos-Aires-SOMS-Job/2570940/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Buenos-Aires-SOMS-Job/2570940/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Manager of Corp Services Application Support
ID:TEC00027514

Description

Manager of Corp Services Application Support

Overview
Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com.

Successful applicants will be responsible for managing a team which provides courteous and prompt provision of accurate and useful support to customers; solving customers' immediate problems and initiating action to deal with root cause. The provision of support services relating to specific application systems. Support may be provided both to users of the systems and to service delivery functions such as computer operations and helpdesk.
We are adding an Application Support Manager to our team in Boston.

Responsibilities
- Oversee the support and production maintenance of our Corporate Communications, StreetEvents, and Eikon Ownership API platforms
- Manage 2-3 Application Support Engineers in troubleshooting routine. product issues (Incident Tracking and Resolution) and leading multiple product releases annually.
- Demonstrate an ability to translate technical situations, issues, and outages into client-friendly explanations.
- Demonstrate a hands on approach to leadership and take charge during critical customer outages and situations.
- Develop, collect, maintain and distribute key technology metrics both in real time and historical on the revenue generating products.
- Develop and maintain a metrics dashboard which is primarily responsible for communicating real time product availability status and historical key performance indicators to technology and segment management.
- Recommend new technology products (hardware, software, disaster recovery) that can be leveraged as part of the software development lifecycle.
- Facilitate communication between Development, QA, Product Management, Technical Operations and Segment business leaders on new product releases, technical outages, and routine maintenances. Superb communication and presentation skills to key business stakeholders is a must.
- Develop, facilitate and maintain best of breed product support tools including run-books, monitoring, and knowledge bases to aid in the product support process.
- Mentor, grow staff and improve overall team efficiency.We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Required Skills
- Technical degree in computer science, engineering or equivalent business degree and a minimum of 5 years professional technology experience is required.
- 2+ years as a team lead or associate manager
- 2+ years of proven experience with technical project management
- 5+ years experience in the following technologies:
- .ASP and .NET applications
- Microsoft technologies including Windows Server, IIS, and SQL Server
- NetApp and EMC storage and replication technologies
- XML and XSLT using MSXML
- JavaScript, HTML, SOAP
- Basic understanding of TCP/IP, routing and firewall security.
- Performance and diagnostic tools
- Demonstrated ability of delivering software projects to production and supporting those projects effectively.
- Ability to manage a 24 x 7 support structure through multiple global regions.
- Proven communication to explain solutions clearly and proven presentation skills
- ITIL certification required, PMP Certification a plus
- Ability to collaborate with Product Management, Development, Quality Assurance, Technical Operations, and business stakeholders on every day projects.
- Experience working in the financial industry is a plus.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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Development
Primary Location: Boston, MA, US
Other Locations:
Organization: F&R Investors Corp Services
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel: No
]]>Fri, 10 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/Boston-Manager-of-Corp-Services-Application-Support-Job-MA-02108/2477662/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Boston-Manager-of-Corp-Services-Application-Support-Job-MA-02108/2477662/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Webcast Production Manager - Spanish
ID:CUS00007042

Description

The Webcast Production Manager is the main organizational contact for clients regarding Thomson Reuters' Corporate Communications webcast solutions, and will relay client needs to our production team to achieve end product within set budgets.
- Provide pre and post sales support for webcast and web development projects
- Develop and manage both short and long term project plans
- Build internal and external virtual teams to facilitate webcasts
- Manage internal resources to ensure projects are completed according to schedule
- Address client questions and concerns regarding virtual presentations and webcast events
- Educate clients on Thomson Reuters' webcast products and services
- Assist on prospect calls, providing demos and technical support
- Troubleshoot technical problems before the event and work with producers to properly service client needs and technical problems
- Monitor live webcast events and provide on-line support for client during the event
- Build strong and productive working relationship with clients and teammates
- Strong communication links with the webcast team throughout all stages of the webcast: pre-event, live-event and post-event with a concise verbal and/ or written post-mortem/ summaryWe are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications
- Bachelor's degree
- Spanish fluency, written and oral, to engage in business conversations with senior company officers in Latin America
- Minimum 2 years of experience in project management, customer service and/ or audio visual production
- Strong attention to detail, while managing multiple concurrent projects
- Outstanding relationship building skills
- Intensely service driven
- Understanding of HTML
- Excellent verbal and written communication
- Excellent interpersonal skills
- Ability to work independently in a faced-paced environment
- Ability to work within a team environment
- Should be willing to work North American hours

Desired Skills:
- Experience with event planning and multimedia technology
- Study in multimedia technology
- Portuguese fluency is desired but not a must

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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service & Support
Primary Location: Manila, PH
Other Locations:
Organization: F&R Investors Corp Services
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel: No
]]>Fri, 03 May 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/Taguig-Webcast-Production-Manager-Spanish-Job/2579911/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Taguig-Webcast-Production-Manager-Spanish-Job/2579911/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Webcast Production Manager
ID:CUS00007043

Description

The Webcast Production Manager is the main organizational contact for clients regarding Thomson Reuters' Corporate Communications webcast solutions, and will relay client needs to our production team to achieve end product within set budgets.
- Provide pre and post sales support for webcast and web development projects
- Develop and manage both short and long term project plans
- Build internal and external virtual teams to facilitate webcasts
- Manage internal resources to ensure projects are completed according to schedule
- Address client questions and concerns regarding virtual presentations and webcast events
- Educate clients on Thomson Reuters' webcast products and services
- Assist on prospect calls, providing demos and technical support
- Troubleshoot technical problems before the event and work with producers to properly service client needs and technical problems
- Monitor live webcast events and provide on-line support for client during the event
- Build strong and productive working relationship with clients and teammates
- Strong communication links with the webcast team throughout all stages of the webcast: pre-event, live-event and post-event with a concise verbal and/ or written post-mortem/ summaryWe are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications
- Bachelor's degree
- Minimum 2 years of experience in project management, customer service and/ or audio visual production
- Strong attention to detail, while managing multiple concurrent projects
- Outstanding relationship building skills
- Intensely service driven
- Understanding of HTML
- Excellent verbal and written communication
- Excellent interpersonal skills
- Ability to work independently in a faced-paced environment
- Ability to work within a team environment
- Should be willing to work North American hoursDesired Skills:
- Experience with event planning and multimedia technology
- Study in multimedia technologyAt 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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service & Support
Primary Location: Manila, PH
Other Locations:
Organization: F&R Investors Corp Services
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel: No
]]>Fri, 03 May 2013 00:00:00 GMThttp://jobs.thomsonreuters.com/job/Taguig-Webcast-Production-Manager-Job/2579912/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Taguig-Webcast-Production-Manager-Job/2579912/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Webcast Production Manager
ID:CUS00006780

Description

The Webcast Production Manager is the main organizational contact for clients regarding Thomson Reuters' Corporate Communications webcast solutions, and will relay client needs to our production team to achieve end product within set budgets.
- Provide pre and post sales support for webcast and web development projects
- Develop and manage both short and long term project plans
- Build internal and external virtual teams to facilitate webcasts
- Manage internal resources to ensure projects are completed according to schedule
- Address client questions and concerns regarding virtual presentations and webcast events
- Educate clients on Thomson Reuters' webcast products and services
- Assist on prospect calls, providing demos and technical support
- Troubleshoot technical problems before the event and work with producers to properly service client needs and technical problems
- Monitor live webcast events and provide on-line support for client during the event
- Build strong and productive working relationship with clients and teammates
- Strong communication links with the webcast team throughout all stages of the webcast: pre-event, live-event and post-event with a concise verbal and/ or written post-mortem/ summaryWe are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications
- Bachelor's degree
- Minimum 2 years of experience in project management, customer service and/ or audio visual production
- Strong attention to detail, while managing multiple concurrent projects
- Outstanding relationship building skills
- Intensely service driven
- Understanding of HTML
- Excellent verbal and written communication
- Excellent interpersonal skills
- Ability to work independently in a faced-paced environment
- Ability to work within a team environment
- Should be willing to work North American hoursDesired Skills:
- Experience with event planning and multimedia technology
- Study in multimedia technologyAt 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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service & Support
Primary Location: Manila, PH
Other Locations:
Organization: F&R Investors Corp Services
Schedule: Full-time
Education Level: Bachelor's Degree (±16 years)
Job Type: Standard
Shift:
Travel: No
]]>Sun, 19 May 2013 07:59:00 GMThttp://jobs.thomsonreuters.com/job/Upper-McKinley-Bldg-Webcast-Production-Manager-Job/2495530/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/Upper-McKinley-Bldg-Webcast-Production-Manager-Job/2495530/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Title:Technical Support Analyst
ID:TEC00027176

Description

Provide 2nd/3rd line technical support to London sites and remote users and act as an escalation point in the absence of the Team Lead.

Key Responsibilities:

Provides second level and third level end user support and IT services to the Thomson Reuters enterprise
Acts as a point of escalation in Team Lead's absence and provides recommendations on specific solutions or technologies.
Ensures that all staff have the appropriate tools to perform their job function and that these tools are kept in working order and where necessary repaired with the minimum of user disruption
Mentors less-experienced staff as well as influence and collaborate with customers and work teams across departments.

Qualifications

Required Skills:

Has an expert level knowledge and understanding of:
computer systems–including operating systems,
mobile devices,
computer hardware,
variety of software applications used regularly for business functions
vpn support,
wireless,
printers
Solid working knowledge of:
network hardware and software
telephony,
switches and routers
VoIP phones technologies
Server based resource administration and troubleshooting
Expert troubleshooting skills
Excellent attention to detail
Strong communication skills when interacting with the business, peer groups, and management while understanding and utilizing the appropriate levels and types of interaction/ communication
Ability to analyze, evaluate and recommend new technologies.
Possesses and consistently displays superior customer service skills when working with customers, co-workers, and lead staff. This includes, but is not limited to, consistently following through on commitments, using appropriate communication tools, providing options and alternatives for problem resolution, and projecting a positive and professional demeanor
Thrive under constantly changing conditions, offering new ideas, and fresh approaches to problems.
Can produce well-written technical and business documentation such as project justification documents and proposals.
Uses incident management tracking tools to improve support, and reduce the number of incidents

Job: Technology Operations
Primary Location: London, GB
Other Locations:
Organization: Tech - IT Services
Schedule: Full-time
Education Level:
Job Type: Standard
Shift:
Travel: No
]]>Fri, 10 May 2013 02:59:00 GMThttp://jobs.thomsonreuters.com/job/100-Avenue-Road-Technical-Support-Analyst-Job/2477655/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.thomsonreuters.com/job/100-Avenue-Road-Technical-Support-Analyst-Job/2477655/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS