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Support Analyst, Applications

Expired Job

Thomson Reuters Corporation Albuquerque , NM 87102

Posted 3 months ago

Job Description:

Application Analysts are the primary contact for firms operating Thomson Elite software. Their primary duty is to assist customers to effectively utilize Thomson Elite software to meet their firm's business objectives.

Elite is a leading developer of integrated information solutions for professional services firms worldwide. Elite is part of Thomson Reuters and is a premier provider of financial and practice management systems to the legal industry and to other professional services markets, including accounting, marketing services, and management and IT consulting.

Elite develops proven software solutions and delivers expert professional services that help customers enhance their core business competencies and sharpen their strategic focus. Headquartered in Los Angeles, Elite maintains offices in Albuquerque, Auckland, Boston, Calgary, Hong Kong, London, Minneapolis, New York, Philadelphia, Singapore and Sydney. More than 60% of the AmLaw 100 and Global 100 law firms and nearly 30% of the top CPA firms rely on Elite solutions to manage their business.

Key Responsibilities

Problem resolution:

  • Gathers complete information from clients, documents steps taken, researches the knowledgebase and documentation for known solutions, isolates causes and takes restorative actions while minimizing disruption to the client's business operation.

  • Uses remote access utilities and other resources during the troubleshooting process and escalates issues to senior level analysts when necessary for further analysis.

  • Communicates complex procedures or diverse information to resolve customer issues.

Customer satisfaction:

  • Responds and communicates effectively with clients in order to build trust and loyalty.

  • Acts with an appropriate sense of urgency, follows up with clients to ensure issues are resolved to the client's satisfaction, develops rapport through personal interaction and provides courteous, friendly treatment.


  • Interacts constructively with colleagues to resolve customer issues in the most effective manner.

  • Participates in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness.

  • Actively seeks and applies knowledge gained from colleagues and outside resources and shares that knowledge with others.

Technical expertise:

  • Acquires and maintains expertise on the Thomson Elite software product set and its operating platforms. Requires a good working knowledge of how client firms could utilize or adapt the software to effectively manage their business from a financial and operational perspective.

Qualifications, Experience, Knowledge and Skills

Minimum qualifications:

  • Bachelor's Degree or equivalent education and/or work experience

  • Minimum of 2 years technical support or related experience in a software manufacturing environment

  • Technical knowledge of MS-Windows and fundamental concepts of databases (preferably SQL)

  • Deductive logic, complex problem solving and excellent trouble shooting skills

  • Self-directed, able to prioritize and effectively handle many incidents at a time

  • Exceptional customer service, organizational, and time management skills

  • Excellent written and verbal communication skills

Desired Qualifications:

  • Experience with business financial operations and/or accounting

  • Experience in the business of law or exposure to other professional services firms

  • Prior experience as a user of Thomson Elite software or other exposure to Thomson Elite software

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

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

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

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on


Albuquerque-New Mexico-United States of America

Req #: JREQ110108

Locations: Albuquerque-New Mexico-United States of America

Job Function: Professional & Consulting Services

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Support Analyst, Applications

Expired Job

Thomson Reuters Corporation