Application Support Specialist

hace 1 mes

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo
About the Role

We are seeking a highly motivated and detail-oriented Application Support Analyst to join our global service management team. As a key contributor, you will play a vital role in supporting Thomson Reuters' FindLaw Segment, the world's leading provider of legal information and internet marketing solutions.

Key Responsibilities
  • Provide first-line support for users experiencing issues with our applications, including triaging and troubleshooting customer and system problems.
  • Analyze and resolve complex application issues, identify root causes, and implement solutions to prevent future occurrences.
  • Continuously assess and improve support processes, and make recommendations for application enhancements.
  • Maintain detailed documentation on application configurations, processes, and troubleshooting guides.
  • Develop and provide user training and support documentation to assist users in effectively utilizing the applications.
  • Work closely with the development and fulfillment teams to communicate application changes, bugs, and user feedback.
  • Generate and maintain reports on service quality, application issues, and enhancement requests.
  • Leverage AI/ML technologies to optimize operational workflows and contribute to higher productivity and service quality.
About You

We are looking for a candidate with a strong technical background and excellent communication skills. The ideal candidate will have:

  • Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
  • Basic understanding of cloud services (AWS, Azure, or GCP) with a preference for hands-on AWS experience.
  • Familiarity with service management responsibilities (ITIL, Site Reliability Engineering) and Agile methodologies.
  • Practical knowledge of programming (Java, C#) and scripting (Python, Bash, PowerShell) languages, as well as version control practices and tooling (Git).
  • Hands-on experience with core database concepts and proficiency in SQL; capable of executing basic data manipulation and retrieval queries.
  • Strong team collaboration skills, with the ability to work effectively across various departments.
  • Excellent communication skills, including the ability to simplify complex technical details for a non-technical audience.
  • Proven problem-solving and analytical skills, with the ability to effectively prioritize and manage multiple tasks.
  • A customer-focused approach to support, with patience and a positive attitude when dealing with user issues.
  • A proactive attitude towards learning and embracing new technologies as industry trends and best practices evolve.
What's in it for You?

As a valued member of our team, you will enjoy a range of benefits, including:

  • A hybrid work model, allowing you to balance work and personal life.
  • A comprehensive benefits package, including flexible vacation, mental health days, and employee incentive programs.
  • Opportunities for professional growth and development, including access to LinkedIn Learning and internal talent marketplace.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment.
  • The chance to work on projects that make a real impact, and contribute to a culture of continuous improvement and innovation.

We are proud to be an Equal Employment Opportunity/Affirmative Action Employer, and we welcome applications from diverse candidates. If you are passionate about technology and customer support, and are looking for a challenging and rewarding role, we encourage you to apply.

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