Applications Support Analyst

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you **About the Role** In this opportunity as an **Applications Support Analyst,**you will be responsible to: - Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions. - Escalate unresolved issues to the appropriate internal teams (L2/L3 Support) with detailed documentation. - Maintain a detailed report of interactions, problems, and solutions in ServiceNow. - Assist in the creation and maintenance of knowledge base articles and FAQs. - Collaborate with team members to improve customer support processes and overall service quality. - Adhere to established service level agreements (SLAs) and performance metrics. - Participate in training sessions to stay updated on new products, technologies, and support best practices. **About You** You’re a fit for the role if your background includes: - Proven experience as a support engineer or in a customer service role. - Familiarity with cloud computing., experience with network troubleshooting. - Excellent communication skills, both written and verbal. - Strong problem-solving skills and the ability to think analytically. - Ability to work independently and as part of a team. - Strong organizational skills and the ability to manage multiple tasks simultaneously. - Customer-oriented and patient demeanor. LI-AC1 **What’s in it For You?** - **Hybrid Work Model**:We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. - **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. **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