Lead Service Improvement Analyst

As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. Our technology drives global markets and helps professionals around the world make decisions that matter. As the world’s leading provider of intelligent information, we want your unique perspective to create the solutions that advance our business—and your career. Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience. 

About the Role
In this opportunity as Lead Service Improvement Analyst, you will:

• The Service Management – Performance Management team is currently seeking a Lead Service Improvement Analyst to join our global team at Thomson Reuters, with team members located across Asia, Europe, and America.
• The Lead Service Improvement Analyst will be instrumental in creating insightful reports and collaborating with various teams to foster continuous improvement and innovation in our service delivery.
• This role offers the opportunity to work with cutting-edge technologies and collaborate with a global team to enhance our service management processes and reporting capabilities.
• Lead the enhancement of Power BI applications and reporting, ensuring they align with the strategic goals of Service Management.
• Design and produce meaningful reports for Service Management, collaborating with different teams for data gathering and analysis.
• Spearhead Service Improvement initiatives, identifying and leveraging opportunities to enhance enterprise service performance.
• Serve as the bridge between Thomson Reuters business areas and Service Providers, nurturing robust partnerships and ensuring integrated services.
• Manage and prioritize a portfolio of Service Improvement projects, in alignment with the vision of Service Management leadership.
• Drive cross-team collaboration, utilizing AI/ML, Power Automate, and other automation tools to effectively address Service Improvement opportunities.
• Adopt a DevOps, continuous Service Improvement, and product-centric mindset, working agilely with a matrixed, global team.
• Gain and maintain an in-depth knowledge of Thomson Reuters products and services, as well as those offered by our Service Providers, to understand the implications of service issues on customers and employees.

About You :
You’re a fit for the role if your background includes: 

• Bachelor’s degree in related technology program preferred. 
• Minimum of 4+ years providing team and/or technical leadership. 
• Minimum of 8+ years of software, systems engineering, or service management experience. 
• Proven experience with case management tools (e.g., ServiceNow) and data visualization tools (e.g., Power BI). 
• Demonstrated experience with AI/ML, Python, SQL, and cloud technologies (AWS, Azure), and Power Automate, with a particular focus on leveraging these skills for automation and process improvement.
• Demonstrated ability to take ownership of problems, identify solutions, and drive resolution. 
• Demonstrated ability to work well within a team environment and one on one. 
• Proven capability and experience in enterprise problem management, application support management, or related field preferably at an enterprise level 
• Proven capability and experience in integrating and managing Service Improvements involving multiple service providers (both internal and external). 
• Strong communication and collaboration skills with the proven ability to communicate effectively to different audiences spanning senior leadership, technical stakeholders, external service providers, and customers. 
• Strong analytical and problem-solving skills; proven ability to solve complex problems independently and with a team. 
• Strong IT Service Management and standards experience. 
• Proactive leadership and ability to work at an enterprise level. 
• Customer-first and product-driven mindset. 
• ITIL Certification preferred.  

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.

Compensation Base salary and a variable compensation that is directly related to your success.

#LI-GA1

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.

Protect yourself from fraudulent job postings click here to know more.

More information about Thomson Reuters can be found on https://thomsonreuters.com.