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- Tasks: Drive service improvements and collaborate with teams to enhance customer experience.
- Company: Thomson Reuters empowers professionals with trusted content and technology for informed decision-making.
- Benefits: Enjoy a hybrid work model, flexible vacation, mental health days, and career development opportunities.
- Why this job: Join a globally recognised company making a real-world impact in justice and transparency.
- Qualifications: Experience in service management, strong analytical skills, and familiarity with data tools required.
- Other info: Be part of a diverse team committed to inclusion and social impact initiatives.
The predicted salary is between 42000 - 84000 £ per year.
The Service Management – Performance Management team is currently 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. 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? Then we want you on our team!
About the Role:
- 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 Modeling, 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.
- Help strengthen partnerships and build cross-team collaboration on key service improvement initiatives.
- Be responsive to internal stakeholder needs and engage with stakeholders across multiple functions.
- 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).
- Contribute to proactive problem management through identification of trends to enhance service reliability and availability.
- Support for Service Management activities to ensure a consistent standard of incident, problem, change and other practice areas for enhanced accuracy of data quality, root cause analysis and identification of preventative measures.
- Support the recurring service performance reporting cycle (e.g., weekly, monthly, quarterly).
About You:
- 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.
What’s in it For You?
- 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.
- 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: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
- Industry Competitive Benefits: We offer 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.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
- Social Impact: Make an impact in your community with our Social Impact Institute.
- Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media.
Senior Service Improvement Analyst employer: Thomas Reuters
Contact Detail:
Thomas Reuters Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Improvement Analyst
✨Tip Number 1
Familiarise yourself with the latest trends in service management and performance analytics. Understanding current methodologies and technologies, such as AI and machine learning, will help you demonstrate your passion and knowledge during discussions.
✨Tip Number 2
Network with professionals in the field of service improvement and analytics. Attend industry events or webinars to connect with potential colleagues and learn about their experiences at Thomson Reuters, which can give you valuable insights.
✨Tip Number 3
Prepare to discuss specific examples of how you've contributed to service improvements in previous roles. Highlighting your analytical skills and problem-solving abilities with real-world scenarios will make you stand out.
✨Tip Number 4
Research Thomson Reuters' products and services thoroughly. Understanding their offerings will not only help you in interviews but also show your genuine interest in the company and its mission.
We think you need these skills to ace Senior Service Improvement Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management, business analytics, and any specific tools mentioned in the job description, such as ServiceNow or Power BI. Use keywords from the job listing to ensure your application stands out.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service improvement and customer experience. Mention specific examples of how you've contributed to similar projects in the past, showcasing your analytical and problem-solving skills.
Highlight Relevant Skills: Clearly outline your experience with data mining, trend analysis, and any technical capabilities like AI or ML. This will demonstrate your ability to contribute to the role effectively and align with the company's needs.
Showcase Collaboration Experience: Since the role involves working with various stakeholders, include examples of successful collaborations in your application. Highlight how you’ve built strong working relationships in previous roles to enhance service delivery.
How to prepare for a job interview at Thomas Reuters
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Senior Service Improvement Analyst. Familiarise yourself with service management concepts, customer experience, and business analytics, as these will be key discussion points during your interview.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data mining, trend analysis, and metric production. Be ready to provide examples of how you've used these skills in previous roles to drive service improvements or solve complex problems.
✨Demonstrate Collaboration
Since the role involves working closely with various stakeholders, be prepared to share examples of how you've successfully collaborated in the past. Highlight your communication skills and ability to build strong working relationships.
✨Familiarise Yourself with Relevant Tools
Brush up on your knowledge of case management tools like ServiceNow, data visualisation tools such as Power BI, and cloud services like AWS or Azure. Being able to discuss your experience with these technologies will show that you're well-prepared for the role.
