Support Analyst

Title: Support Analyst
ID: TEC00027865

Description

Position summary: This position will provide GRM Tax Tier II support.

Major responsibilities of this position:
- Provide daily remote or onsite second-line support to clients including logging and monitoring calls in ticket tracking system following Manatron's support process and metrics guidelines-30%
- Escalate unresolved calls to third-line support-20%
- Provide software installations, upgrades and training to client as required-15% (Tax & CAMA Roles)
- Work with development to identify and QA test bug fixes and assist QA with software testing depending on product-10%
- Review or create release notes for software applications-10%
- Mentor and train junior support analysts in the technical and procedural aspects of support-5%
- Assist Business Analysts, Account Managers or Project Managers with implementation/conversion projects-5%
- Perform other duties as assigned-5%

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications
- Associate degree in computer or business related field plus a minimum of three years telephone support or combination thereof
- Two years software training experience
- Database experience with Oracle or SQL
- Report writing software experience preferably Crystal Reports
- Ticket tracking software experience preferably Connect Care and MCC
- Assessment of Government Tax or Project Management experience or knowledge (based on product)
- Possess some experience working with Hardware peripherals, Servers, tape backups
- Excellent communication, organization and interpersonal skills
- Business travel may be required as determined at the supervisor's discretion
- May require extended work schedules, tight deadlines and conflicting priorities
- Must be able to work in a variety of social, cultural, legal, and political environments
- Must maintain regular and acceptable attendance as determined by the supervisor's discretion.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Job: Technology Development
Primary Location: US-OH-Beavercreek
Organization: Tax&Acctg Government
Schedule: Full-time
Education Level: Associate's Degree/College Diploma (±13 years)
Job Type: Standard
Travel: Yes, 50 % of the Time