Service Delivery Analyst (Remote)

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 C‑Track 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

#LI-JF1

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, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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 location(s) for this role include one or more of the following metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $78,500 - $145,900. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $71,400 - $132,600. The location(s) for this role include one or more of the following states: KS, MI, MN, NY, VA. The base compensation range for the role in any of those locations is $67,800 - $126,000. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. 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 job posting will close .

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services

• Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. 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.

Accessibility

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

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

Protect yourself from fraudulent job postings click here to know more.

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