Application Support Analyst

Job Description

As a Senior Application Support Analyst, you'll provide courteous, prompt operational support for our application systems. You'll mitigate the impact of issues on our customers, dig into the root cause of problems, and put lasting solutions in place, all while working closely with development, product, and technical teams across the business.

Key Responsibilities  

In this opportunity as a Senior Application Support Analyst, you will: 

• Resolve Customer Issues: Analyze customer problems of moderate complexity, assess the scope of impact, and mitigate issues by recommending and executing effective workarounds.
• Investigate Root Causes: Conduct root cause analysis and correlate system and application problems, identifying options for resolution and initiating action.
• Monitor & Support Systems: Proactively monitor support queues and applications, engaging others and escalating as required.
• Guide & Train Users: Advise and train others on application functionality, correct operation, and constraints, and correct user faults as they arise.
• Collaborate Across Teams: Liaise with application development, product, technology, and other teams to resolve issues efficiently.
• Mentor & Share Knowledge: Provide technical guidance to less experienced analysts, helping junior team members work through troubleshooting steps, manage their backlog of open items, and build their skills through coaching and regular knowledge-sharing.
• Manage Priorities & Projects: Balance multiple, sometimes competing priorities with guidance, contribute to project planning sessions, and prepare status updates on customer problems and projects.
• Engage Cross-Functionally: Participate in cross-functional discussions and complex projects that affect the broader team or business unit, bringing your perspective to the table alongside colleagues from other groups.

Required Qualifications 

You’re a fit for the role of Senior Application Support Analyst if you have the following required qualifications: 

• Experience in a technical discipline or specialization, with a solid foundation for building deeper expertise in application support.
• Strong understanding of customers' needs, requirements, and priorities, with the ability to communicate information clearly and check for understanding.
• Proven ability to manage your own time and responsibilities, setting priorities and developing plans to meet short-term objectives.
• Comfort applying a range of policies and standards to identify and resolve standard technical and operational problems.
• Ability to interpret data, plan your own work, and refine the methods and techniques you use.
• Experience investigating and responding to non-standard customer requests, seeking assistance from others as needed.
• Strong collaboration skills, with the ability to train or mentor colleagues and contribute to straightforward projects that affect your team or business unit.

Preferred Qualifications 

Experience assisting with developing, configuring, or supporting tools for system monitoring and troubleshooting, familiarity with system processes to build application fixes and communicate changes effectively, experience with troubleshooting and in-depth workflow review/analysis, experience utilizing AI capabilities 

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What’s in it For You?

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

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include paid leave, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $70,800 USD - $131,400 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at [email protected]. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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