Associate Technical Lead - Service Management

Essential Responsibilities:

• for ESIPs

• Provide input at SIP creation time to help scope out the necessary actions:

• e.g. use Power Bi reports to provide list of relevant GSF cases along with RCA, Trigger, Avoidance Failure, the number of P1/P2 Incidents, number of Change failures, etc

• Create and regularly update the SIP actions in the Master spreadsheet

• Maintain the SIP info in the Master spreadsheet for all Open SIPs (over 300 Open actions) through to SIP closure

• Schedule and attend regular SIP meetings and take minutes

• Engage with SIP owners (or delegates) to obtain the necessary information needed to produce weekly and monthly GSF SLT reporting and other similar report requirements

• Provide input for SIP sections of quarterly business reviews and represent them on the calls with the relevant Service Provider

• Assist in migrating ESIPs from current SharePoint Online xls to Azure DevOps (ADO) to ensure a consistent and accurate data quality/ESIP Reporting

• Track and follow-up the ESIP Long-Term actions

• Proactive Scope - analyse SIAM Power BI & ServiceNow reports to identify gaps/trends (if any) OR service improvement opportunities with any TR Service/or Service Provider(s)

• for Problem Management 

• Tracking & Audits – 

• Help Track PTASK updates and closures, including Long Running PTASKs (LRP)

• Review GSF cases to eliminate inappropriate field entries. E.g. unlisted Cis, invalid Change tickets, decommissioned impacted services, etc. through use of customised ServiceNow dashboard.

• Take minutes of meeting from GSF and LRP to ensure they are updated onto the cases. E.g. Remediation & Wider Actions / extending “Actual due date” on LRPs.

• Assist in tracking internal PM Tracker which today helps PMs to ensure tractions. E.g. tool changes, email follow ups for a specific outcome, etc

• Reporting – 

• Assist with any data analysis needed as part of PM analysis to identify a SIP opportunity

• Assist with routine performance reports

• Case handling –

• Review Incidents to start drafting summaries and gathering timelines

• Manage LSF / low priority cases

• Briefly cover for a PM’s absence in case it’s simple ask.

Qualifications:   

Education and Experience

• A Bachelor's degree in computer science, related field or equivalent experience

• In-depth experience in ITIL - Service Operation (Incident and Problem Management processes and tools) and Continual Service Improvement (Seven-Step Improvement - identifying the strategy for improvement, defining what you will measure, gathering data, processing data, analyzing information and data, presenting and using information, and implementing improvement).

• Knowledge of Service management tools (ex: ServiceNow) and ITIL best practices

• Strong working knowledge of IT operations and support organizations

• 4+ years working in a service or IT support role, CSI/Problem management preferred or can demonstrate equivalent

• Working experience in a production/operational environment, international experience valued

• Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations

• Ability to drive process improvement to continually improve service and reduce costs

• Ability to communicate with all levels of technical and management staff including Senior Leadership teams

• Passionate about Customer Service and acts immediacy and urgency

• Adaptable to Shift changes that normally falls under EMEA Business hours

• Displays Leadership & Authority when facilitating

PREFERRED Skills and Experience

• ITIL Foundation/ITIL V4 certified with knowledge and understanding of Incident, Problem Management and Continual Service Improvement processes.

• Exposure to Service Integration and Management (SIAM) practices.

• Exposure to Data Visualization tools like PowerBI and/or other Reporting tools to aid with Data analysis and processing

About us – Our company Overview

Thomson Reuters is one of the world’s most trusted providers of answers, helping professionals make confident decisions and run better businesses. Our customers operate in complex arenas that move society forward — law, tax, compliance, government, and media – and face increasing complexity as regulation and technology disrupts every industry.

We help them reinvent the way they work. Our team of experts brings together information, innovation, and authoritative insight to unravel complex situations, and our worldwide network of journalists and editors keep customers up to speed on global developments that are relevant to them.

We’re on a mission to help professionals advance their businesses and gain competitive advantage with the trusted answers only we can provide.

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.

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.

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