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Senior Service Improvement Analyst (Technical Analyst)
Thomson Reuters CorporationAbout the company
- GdańskGdańsk, Pomeranian
- offer expired 10 months ago
- contract of employment
- full-time
- senior specialist (Senior)
- hybrid work
Technologies we use
Expected
ServiceNow
AWS
Microsoft Azure
Your responsibilities
- Contribute to targeted Service Improvement Plans in collaboration with Service Management leadership, Enterprise Problem Management, and our Service Providers.
- Contribute to product design and development of the TR Service Dashboards.
- Contribute to process and technical capabilities (e.g., Data Modelling, Data Visualizations, Artificial Intelligence (AI), Machine Learning (ML)) to enhance identification of service improvement opportunities. Complex data mining, trend analysis, metric and report production will be required.
- Identify and review service improvement opportunities with stakeholders based on TR enterprise-wide performance metrics.
- Proactive collaboration with stakeholders to create and maintain strong working relationships.
- Build knowledge of TR products and services, and the related services we depend upon from our internal and external Service Providers.
- Learn the impact service issues have from a customer and employee perspective.
- Typical daily work may include but is not limited to complex data mining, trend analysis, metric and report production, process flow charting, and iterative service improvement activities (e.g. daily standups, data quality checks, change reviews, tool enhancement design and review).
Our requirements
- Experience in enterprise problem management, application support management, Site Reliability Engineering, or related field preferably at an enterprise level.
- Experience with case management tools (e.g., ServiceNow), data visualization tools (e.g., Power BI), cloud services (e.g., AWS, Azure), and/or DevOps tools (e.g., DataDog) – preferably a combination.
- Strong communication and collaboration skills.
- Strong analytical and problem-solving skills.
- Proven ability to learn and apply new technologies.
- Strong IT Service Management and standards experience preferred.
- ITIL Certification preferred.
What we offer
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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.
- 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: Nine 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.
We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive*
Senior Service Improvement Analyst - Service Management
Are you passionate about service management, customer experience, business analytics, and love working with the latest technologies in a dynamic environment to drive business value?
Do you have a burning desire to move fast and be bold?
Come join our team and develop your career with our growing global centre in Gdansk, Poland. We have had a presence in Gdansk since 2019, with our campus providing access to the accessibility, culture, and diversity of the Tricity (Gdańsk, Gdynia, and Sopot) metropolitan area, plus the beauty of being on the Baltic Sea and close to lush forests.
The CIO (Chief Information Office) organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, Platforms Engineering, and Architecture. The CIO organization is driving a change to bring closer alignment of the technology work we do, to the product and business outcomes. The services from CIO are delivered through a shared capability model and implemented by a strong, talented, diverse set of global teammates. Through the use of modern technology, platforms and services, and closer alignment to business stakeholders, we maintain a focus on customers, while making it easier for our internal consumers to use our services. Gdansk is the home of Service Management and is at the epicentre of how we manage our customers’ experience.
As part of the Service Performance team, you will be a key contributor in driving and facilitating continuous service improvements across Thomson Reuters.
Join our team today and you can bring your innovation, knowledge, and curiosity to create technology that powers the world’s most informed professionals.
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.
We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:
• Ukrainian citizens and their family members residing in Ukraine before 24 February 2022
• Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022
• Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country
Thomson Reuters Corporation
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 25,000 employees across more than 75 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.
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Aktualne oferty pracodawcySenior Service Improvement Analyst (Technical Analyst), Gdańsk