Customer Support Analyst

at  Thomson Reuters

CUSTOMER SUPPORT ANALYST, CLIENT SATISFACTION

The Customer Support Analyst, with guidance from the Customer Satisfaction Manager, acts as a resource for consolidating and translating a diverse set of business requirements to Functional Design Documents in preparation for software development while meeting all of the intended needs of the business to support existing customers. Reviews business and product needs for complex projects; and provides support to customers as required. Authors and communicates requirements documentation. Depending on the nature of the project, undertakes a combination of project management, technical implementation, and testing analyst tasks.

As a Customer Support Analyst you will:

• Elicits, writes formal specifications, and communicates business requirements between development and client to design and implement business solutions.
• Translates complex business requirements into technical solutions as required.
• Makes technical solution recommendations to meet requirements based on understanding of how technical solutions will impact the business and stakeholders as required.
• Prepare HTML mockups of proposed screens.
• Develop Functional Specifications according to standard templates and map them to functional specifications.
• Define business rules and logic, as well acceptance criteria.
• Perform requirements gathering and business analysis through techniques such as: Data gathering, Reviewing current system documentation, Business process modeling, Assisting or conducting Joint Application Design sessions, and Gap analysis
• Work on the day-to-day maintenance of existing content to ensure it is up to date and maintained in a timely manner.
• Serves, along with the Client Satisfaction Manager, as a conduit between the operations community (internal customers) and the software development team.
• Complete tasks with input from Client Satisfaction Manager.
• Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Services Lead.
• Organize and analyze source materials such as design and test specifications, design documents, and other scoping material.
• Understand corporate goals and practices and apply them when resolving a variety of problems.
• Make a commitment to ensure that customer needs are met by taking personal responsibility for service and quality through building and maintaining a relationship with clients.