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Application Analyst An Application Analyst will provide essential second-level technical support to internal stakeholders and 3rd party engineers regarding Thomson Reuters products. This role involves direct interaction with customers to resolve complex issues, alongside performing customer site maintenance and repair activities. The position leverages innovative technologies and globally consistent methodologies to ensure high-quality support and customer satisfaction. The successful candidate will be adept at problem-solving, possess relevant engineering expertise, and be committed to maintaining awareness of evolving technologies. About the Role As an Application Analyst, you will:
Provide engineering expertise on a designated range of Thomson Reuters products or on non-complex products. Interface effectively with product support groups and development groups to facilitate issue resolution and knowledge sharing. Perform customer site break-fix activities remotely (or dispatch to site when required) and potentially full-time on-site, using globally consistent methodologies and tools. Provide second-level support for problem resolution, which includes the systematic reproduction of customer-reported issues to identify root causes. Maintain awareness of relevant technical and product trends through self-learning/study, participation in training classes, and job shadowing. Maintain accurate and thorough site documentation related to customer installations and support activities. Provide valuable feedback to development and qualification teams based on field experience and customer interactions. Deliver technical training to both frontline support teams and 3rd party engineers to enhance their product knowledge and troubleshooting skills. Escalate major, elusive, or recurrent issues that affect customer satisfaction through appropriate channels.
About You To be successful in achieving these goals, you will be:
A Problem-Solver: Demonstrating strong diagnostic and troubleshooting capabilities to resolve complex technical issues effectively. Customer-Focused: Committed to interacting with customers professionally to understand and resolve their issues, ensuring a positive experience. An Effective Communicator: Able to clearly and concisely convey technical information to diverse audiences, including customers, internal teams, and third-party engineers. Proactive & A Continuous Learner: Taking initiative to maintain awareness of relevant technical and product trends through self-study and formal training. Detail-Oriented: Ensuring accuracy and thoroughness in maintaining site documentation and tracking issue resolution. Collaborative: Working effectively with internal teams (Product Support, Development) and external partners to achieve common goals.
Preferred Qualifications
Proven experience in providing second-level technical support. Proficient in SQL Typically, 2+ years of experience in a technical support Demonstrable engineering expertise relevant to complex software/hardware products, preferably within the Thomson Reuters product landscape or similar. Experience with Global trade Experience performing customer site break-fix activities, both remotely and on-site. Proficiency in issue reproduction methodologies and the use of diagnostic tools. Ability to maintain comprehensive site documentation. Experience providing technical training to various audiences. Familiarity with support escalation procedures and IT service management (ITSM) principles. Knowledge of globally consistent support methodologies and remote support tools. A technical degree or certification in a relevant field (e.g., Computer Science, Engineering, Information Technology) is preferred, or equivalent professional experience.
#LI-GK1 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 flexible work arrangements, including work from anywhere for up to 8 weeks per year, 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 flexible vacation, 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 $44,800 - $83,200.
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 07/31/2025.
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. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.
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Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
May 23, 2025