at Thomson Reuters Holdings Inc. in Chicago, Illinois, United States
Job Description
Service Delivery Analyst, Government - Court Management Solutions
Are you an experienced business analyst who is ready to take on the challenge of collaborating with stakeholders & delivering value-added professional services for client facing engagements? This could be the right job for you. This role works alongside the Engagement Manager, Solutions Engineer, and other members of Thomson Reuters Court Management Solutions (CMS) for successful delivery of the end-to-end software solution for our clients. Analyzing requirements, configuring the C-Track solution, participating in data migration activities and provide customer facing training are key functions of this role.
About the Role:
In this opportunity as Service Delivery Analyst, you will:
With the Service Delivery Manager, support service delivery with assigned clients using CTrack solutions in a production environment, providing stabilization services and ongoing production support.
In partnership with client stakeholders and other internal operating disciplines, be responsible for executing, managing, and delivering on service level agreements with assigned client(s).
Provide direct telephone support to customers when required and develop/maintain positive customer relationships.
Be accountable for customer satisfaction within assigned client(s).
Analyze and use judgment in recommending methods and techniques for obtaining solutions.
Serve, along with the Service Delivery Manager, as a conduit between client and the internal operations and software development team.
Complete tasks with input from the Service Delivery Manager. (Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Service Delivery Manager.)
Provide feedback to Service Delivery Manager on common customer concerns and ideas for resolution.
Ensure the company is represented in every customer contact in a manner consistent with the Thomson Reuters brand.
Travel to client sites may be required to support project activities, training, and go-lives.
About You:
You're a fit for the role of Service Delivery Analyst if your background includes:
Bachelor's Degree in a Business Management, Information Systems Management, or related field is required.
3+ years of experience resolving technical issues in a customer service environment is required.
Strong working knowledge of the Microsoft Office Product Suite.
Strong customer service skills in an remote working environment.
Excellent communication skills, including the ability to comfortably and confidently present to groups. Must have the ability to communicate complex information in a concise, logical manner.
Ability to interact professionally with a diverse group, including executives, managers, and subject matter experts and to facilitate consensus.
Ability to be highly organized with excellent analytic and troubleshooting/problem-solving abilities.
Ability to be quality focused, organized and deadline oriented.
Have a passion for learning and mastering complex system functionality and techniques quickly through instruction and self-training. The ability to flexibly adapt to a changing environment.
Possess the ability to gather and communicate technical details to and from relevant stakeholders.
Possess the ability to understand, articulate technical requirements, processes, and translate that information into technical documentation.
Demonstrate the ability to work independently as well as in a virtual team environment to successfully deliver service.
Experience with or understanding of judicial/court process is preferred, but not required
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion,... For full info follow application link.
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 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 Employer providing a drug-free workplace.
