Senior Service Improvement Analyst

We are seeking a Senior Service Improvement Analyst to join our team. As part of the Service Performance team, you will be a key contributor in driving and facilitating continuous service improvements across Thomson Reuters. The role involves contributing to targeted Service Improvement Plans, product design, and process capabilities to enhance identification of service improvement opportunities. The ideal candidate will have experience in enterprise problem management, application support management, or related field, and will be able to contribute to proactive problem management through identification of trends to enhance service reliability and availability.

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.
• Development experience preferred.
• Strong IT Service Management and standards experience preferred.
• ITIL Certification preferred.
• 4+ year university degree preferred.

Benefits

• Industry-Leading Benefits: 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.
• 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.
• Career Development and Growth: fostering a culture of continuous learning and skill development to prepare talent to tackle tomorrow’s challenges and deliver real-world solutions.
• Culture: globally recognized and award-winning reputation for inclusion, innovation, and customer-focus.
• Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office depending on the role) for office-based roles.
• Social Impact: make an impact in your community with our Social Impact Institute, including two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.