Support Systems Analyst

Thomson Elite, a part of Thomson Corporation, is a premier provider of financial, practice and knowledge management systems to the legal industry and other professional services markets, including accounting, engineering, marketing services, management and IT consulting.
 
Thomson Elite (www.thomsonelite.com) provides powerful technologies and applications that give customers the tools they need to make better decisions faster. Headquartered in Los Angeles, the company employs more than 600 professionals and maintains offices worldwide. Key brands include Elite, ProLaw, LawManager and West km. 

 

PRIMARY RESPONSIBILITY(S):

Responsible for resolving customer systems/performance issues received by the support department and assuming all direct contact with the client until resolution is achieved.  Resolution of customer systems issues requires superior knowledge of various operating systems utilized by Thomson Elite as well as a superior understanding of system hardware/software and PC hardware/software impacting Thomson Elite software performance.  Incident resolution requires the analysis of the incident and business circumstances involved, troubleshooting and testing the client?s technology infrastructure to identify the possible cause of the issue, determining the appropriate course of action to resolve the issue while attempting to minimize business disruption to the clients business, and documents all actions taken during the resolution process. Identifies common elements of incidents received by the systems analyst and communicates these common elements to the appropriate parties (development/support management) to ensure there is the appropriate visibility.



 

MINIMUM QUALIFICATIONS:

?  Bachelor?s Degree or equivalent education and/or work experience

?  Broad-based systems and/or technical support experience

?  Exceptional customer service and time management skills

?  Technical knowledge of Windows, networks (UNIX/Windows, NT etc.), and/or fundamental concepts of databases (preferably SQL server)

?  Ability to demonstrate deductive logic, complex problem solving and excellent trouble shooting skills

?  Ability to demonstrate self-motivation and ownership of assigned work

?  Excellent written and verbal communication skills

?  Ability to seek assistance to resolve problems when necessary

?  Ability to communicate complex procedures or diverse information to resolve customer issues

?  Ability to consider the impact the of decisions he/she makes, or the solutions he/she recommends,  on the client?s business operations

?  Ability to provides quality service by appropriate follow through, urgency and persistence

?  Ability to consider the impact of decisions upon other departments

?  Ability to work well with clients and the ability to solve problems creatively

?  Ability to learn new products, integrations and features

?  Ability to perform effectively and with confidence under high-pressure and challenging situations



 

DESIRED QUALIFICATIONS:

?  Experience in programming, regression testing, or development QA background

?  MSCE, MSCE DBA,  certification or other network administrator and/or database  training

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The Thomson Corporation is a leading global provider of integrated information solutions to business and professional customers.

 

Thomson provides value-added information, with software tools and applications that help its customers make better decisions, faster. We serve more than 20 million information users in the fields of law, tax, accounting, higher education, reference information, corporate e-learning and assessment, financial services, scientific research and healthcare.

 

The Corporation's common shares are listed on the New York and Toronto stock exchanges (NYSE: TOC; TSX: TOC).
 
Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, appreciation and respect for diversity, entrepreneurial spirit and, at all times, the highest ethical standards.  These values represent the behavior each employee is expected to exhibit in their role.  In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.
 
The Thomson Corporation is proud to be an Equal Employment Opportunity/Affirmative Action Employer.