Support Operations Analyst Automation (Lead Level), Customer Service & Support
Our Support Operations Automation Analysts are the drivers behind our continued growth and success. With our commitment to innovation, it’s our operations analysts who help implement strategic initiatives for improved efficiency and productivity. Our ideal candidate is a detailed planner, expert communicator, and top-notch analyst committed to the discovery and development of innovative solutions in an ever-changing digital landscape. The Operations Analyst will assess business processes within the Thomson Reuters Customer Service and Support organization to identify opportunities for process and reports automation and streamlined data presentation. Analysts will work with the process stakeholders to design, implement and validate the automated process and streamline the presentation of data for end users.
About the role:
Lead process and reports automation and dashboard creation activities related to ongoing and future Customer Service and Support operations. These duties include, but are not limited to:
Deliver Robotic Process Automation (RPA) for Customer Service and Support business processes
Work with process owners to identify and prioritize processes to be automated and/or simplified
Work with the key process stakeholders to design and document future state (automated) process flows
Actively mentor aspiring RPA developers within the business
Create dashboards using PowerBi or Tableau
Document, deploy and maintain reports automation solutions such as Power Automate, Excel Macro, UIPath, Alteryx or similar
Deploy, document, maintain, enhance dashboards
Analysis to support root cause issue identification
Communications with business partners to assess, define and test automation solutions
Communications with key stakeholders to deliver timely, useful, and actionable data
About You:
2 + years of related experience including automation development
Knowledge in using PowerBi, Tableau, Excel Macro, UIPath, SQL, Python or similar tools
Good to have experience or familiarity with automated testing tools
Graduate of any bachelor's degree
Excellent written and oral communication skills and experience working with a global team
Ability to review data for deficiencies or errors, correct any incompatibilities if possible and check output.
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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:
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
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.
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.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.