Technical Solutions Consultant

ABOUT THOMSON REUTERS

We are trusted for the decisions that matter most, empowering customers to act with confidence in a complex world. Our 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.

Business Unit: Legal Professional Services

Our Legal organization focuses on connecting our customers’ businesses to the ever-changing legal and regulatory environment. We provide critical online and print information, decision support tools, software, and services to lawyers who practice in law firms, corporate legal departments, and the public sector. We are a growing business and are very excited about the next stage in our growth and how you can play a part in it. 

Division:

 Thomson Reuters (TR) Legal Division is a premier provider of financial and practice management systems to the legal industry and other professional services markets, including accounting, marketing services, and management and IT consulting. TR Legal develops Financial proven software solutions and delivers expert professional services that help customers enhance their core business competencies and sharpen their strategic focus. More than 60% of the AmLaw 100 and Global 100 law firms and nearly 30% of the top CPA firms rely on TR Financial solutions to manage their business.

MAJOR AREAS OF ACCOUNTABILITY

• Manage all technical changes required to implement eBH Services Offerings (Implementations, Transitions, Upgrades, Mergers, Process Reviews)

• Meet with clients during pertinent eBH Sessions in support of the eBH Implementation Project Manager (IPM) and Professional Services Program Manager (PSPM) during project touchpoints.

• Travel to client sites in accompaniment to the eBH IPM or PSPM as a professional subject matter expert and representative of the eBH Technical Team.

• Handle ticket maintenance including triage, raw data loading, and correspondence with firms where applicable.

• Collaborate in team meetings to discuss current updates on technical changes for corresponding projects.

• Schedule and join technical related sessions with firms were necessary that fall out of the scope of typical Implementation/Transition project plan sessions.

• Post-go-live technical support including issue resolution and client calls.

• Implementing & maintaining the Hybrid Connection Manager for client installs.

Manage Sales Support Technical Calls & Questionnaires 

• Join calls with the Sales Team to answer technical questions, customization options, and represent the eBH Technical Team.

• Answer in-depth customer questionnaires as they relate to technical requirements.

Conduct Customer Time and Billing System Transitions

• Work alongside both internal and external project management teams to establish project plans, meet deadlines, optimize available resources, and ensure overall project success.

• Gather customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operations and document steps taken.

• Continue to adapt and streamline the overall transition process to reduce time to transition and post-transition issues.

Conduct Customer Implementations

• Successfully manage and execute the technical portion of multiple implementations at once.

• Communicate technical issue resolution updates per project on team meetings and to all stakeholders. 

• Learn and keep up with all aspects of product releases to communicate them effectively to customers.

• Uncover client needs, prepare a course of action, and effectively deliver the information both internally and externally.

BASIC QUALIFICATIONS

• Bachelor’s Degree in computer science or Mathematics required Master Degree preferred.

• 3+ years experience working in a law firm using legal time & billing software and managing the billing processes and/or 3+ years of experience working in a technical role

• 3+ years experience with Cloud and Web-Based applications.

• 3+ years experience of active directory, or equivalent technologies.

• 3+ years experience in SQL Server, XLM, and/or XSLT scripting.

• 3+ years experience with Windows Server.

• Experience in field requirements: Experience in a similar role with similar responsibilities

• Ability to demonstrate knowledge and experience in the Legal finance sector or similar financial systems environment (prior eBH experience highly desirable)

• Prior knowledge and awareness of Elite products

ADDITIONAL QUALIFICATIONS 

• Respond to and communicate timely and effectively with customers, providing professional, courteous, and knowledgeable service. 

• Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.

• Actively seek and apply knowledge gained from colleagues and other resources and proactively; document and share knowledge with others.

• Acquire and maintain a high level of expertise in eBillingHub software products and how customers can utilize and/or adapt the software to effectively manage their business both financially and operationally.

• Be accountable for the management of own time, and coaching/mentoring more junior team members.

• Ability to work across and support multiple project/program areas.

• Travel is required for this role of 10-50%

• Clear communication capabilities on projects, including project documentation 

• Extensive skill set in Microsoft Windows and PC networking

• Expertise in law firm billing and e-Billing procedures

• Strong understanding of cloud technology

• Experience using time and billing software such as Elite Enterprise, Elite 3E, Aderant Expert, and Lexis Nexis Juris

• Exceptional customer service skills with expertise in analyzing, troubleshooting, and solving complex problems

• Ability to work independently and provide guidance/leadership to junior team members

• Training experience

• Positive track record for customer satisfaction

• Strong team player capabilities, i.e., willing to offer assistance to others as appropriate, without being asked

• Strong interpersonal skills, with the ability to, effectively, and persuasively communicate to all levels of the organization in oral and written forms

• Ability to work collaboratively with clients, and across internal groups to drive both organizational and team performance

• Excellent organizational and time management skills

What’s in it For You

At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

Learning & Development: 

• Exposure to a wide breadth of leading-edge technology

• Career growth - ability to work on multiple projects and/or with various teams

• Professional growth and development opportunity through various training programs, conferences, networking events, in-house speaker series, etc.

• Access to Hackathons, Unconferences, Harvard Manage Mentor, and more, we offer learning opportunities for everyone

Benefits/Perks: 

• Health benefits

• Savings/investment plans

• Paid time off (including time off to volunteer and extended parental leave)

Flexibility: We've been named as one of Forbes, Best Companies for Work/Life Balance

Global Opportunities:  We have employees in over 90 countries, working across 3 different industries

Your wellbeing:  We offer a program that focuses on making our lives healthier

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