Application Support Analyst - Salesforce @ Thomson Reuters

This role is responsible for day-to-day operations for the applications you support, deliver reliable infrastructure and application operations according to business expectations across the application portfolio.

The Service Management function is transforming into a truly global, data- and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations, including service monitoring, support and incident response, automated ops, change and configuration management as well as supplier/vendor and asset management. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.

• This role is part of a high-performing team of talented Application Support specialists who provide world-class support for Commercial Engineering. You will be part of a team that manages ongoing incident detection and resolution, change planning and implementation, and compliance for a portfolio of applications and infrastructure built on a variety of technologies such as Salesforce, Order Capture, Conga, Ortoo, Copado, Java, Linux, Microsoft, relational databases, message queuing, AWS cloud services, and more.
• Partner with application development teams to deliver operational readiness for new applications and features.
• Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmaps for applications and processes.
• Drive continual service improvement and innovation in productivity, software quality, and reliability, including meeting/exceeding SLAs.
• Contribute to the strategy of the department and drive implementation of department goals that support the companys core values.
• Participate in complex initiatives such as large-scale upgrades.
• Partner with security, data center, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications.
• Ensure documentation, processes, and procedures are updated regularly.

• Youre a fit for the role if your background includes:
• Bachelors degree or equivalent required; Computer Science or related technical degree preferred.
• 3+ Years of experience in software development and/or technology infrastructure and operations.
• Fluent in speaking and writing English.
• Experience in supporting applications built on modern application architecture and cloud infrastructure, Salesforce - sales cloud and service cloud, Data Security Knowledge, Copado,Certinia, Javascript frameworks and Libraries, HTML/CSS/JS, Node.JS, TypeScript, jQuery, Docker, AWS/Azure DevOps, Git, Git Hub. Integration knowledge high desired.
• Broad understanding of the technologies used to build and operate distributed application systems including experience managing data center systems/infrastructure.
• Proven track record of success participating in projects and initiatives even with ambiguous details provided.
• Strong customer service, problem solving, organizational and conflict management skills.
• Strong IT Service Management and standards experience.
• Excellent critical thinking, communication, presentation, documentation, troubleshooting, and collaborative problem-solving skills.
• Proven ability to learn new technologies quickly.
• Hands-on experience with programming and scripting languages.
• Comfortable in a fast-paced environment and motivated by complex technical and business challenges