Software Asset Management tool Architect

Job Description

As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. Our technology drives global markets and helps professionals around the world make decisions that matter. As the world’s leading provider of intelligent information, we want your unique perspective to create the solutions that advance our business—and your career. Our 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.

About the Role:

Provide engineering expertise on all products across SBU.
Interface with product support groups and development groups.
Perform customer site break fix activities remotely (or dispatch to site when required) and full time on-site, using global consistent methodologies and tools.
Provide support for alpha and beta programs.
Provide second level support for problem resolution, including reproduction of customer issues.
Act as experts in their areas to provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers.
Define and may deliver training to 3rd party engineers.

About You:

Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.
Maintain site documentation.
Provide feedback to development and qualification teams.
Provide technical training to both front line support teams and 3rd party engineers.
Escalate major, elusive or recurrent issues that affect customer satisfaction.
Support pre-sales teams in the provision of demonstrations, and provide advice on architectural design, functionality and integration aspects.
May lead project implementation teams to integrate Thomson Reuters products at customer site.
Deliver technology training to customers.
Experience into USU LIMA ,ServiceNow Sam Pro, Flexera