Job description 

About the Role
In this opportunity as Lead Service Improvement Analyst, you will:

• The Service Management – Performance Management team is currently seeking a Lead Service Improvement Analyst to join our global team at Thomson Reuters, with team members located across Asia, Europe, and America.
• The Lead Service Improvement Analyst will be instrumental in creating insightful reports and collaborating with various teams to foster continuous improvement and innovation in our service delivery.
• This role offers the opportunity to work with cutting-edge technologies and collaborate with a global team to enhance our service management processes and reporting capabilities.
• Lead the enhancement of Power BI applications and reporting, ensuring they align with the strategic goals of Service Management.
• Design and produce meaningful reports for Service Management, collaborating with different teams for data gathering and analysis.
• Spearhead service improvement initiatives, identifying and leveraging opportunities to enhance enterprise service performance.
• Serve as the bridge between Thomson Reuters business areas and Service Providers, nurturing robust partnerships and ensuring integrated services.
• Manage and prioritize a portfolio of service improvement projects, in alignment with the vision of Service Management leadership.
• Drive cross-team collaboration, utilizing AI/ML, Power Automate, and other automation tools to effectively address service improvement opportunities.
• Adopt a DevOps, continuous service improvement, and product-centric mindset, working agilely with a matrixed, global team.
• Gain and maintain an in-depth knowledge of Thomson Reuters products and services, as well as those offered by our Service Providers, to understand the implications of service issues on customers and employees.

About You :
You’re a fit for the role if your background includes: 

• Bachelor’s degree in related technology program preferred. 
• Minimum of 4+ years providing team and/or technical leadership. 
• Minimum of 8+ years of software, systems engineering, or service management experience. 
• Proven experience with case management tools (e.g., ServiceNow) and data visualization tools (e.g., Power BI). 
• Demonstrated experience with AI/ML, Python, SQL, and cloud technologies (AWS, Azure), and Power Automate, with a particular focus on leveraging these skills for automation and process improvement.
• Demonstrated ability to take ownership of problems, identify solutions, and drive resolution. 
• Demonstrated ability to work well within a team environment and one on one. 
• Proven capability and experience in enterprise problem management, application support management, or related field preferably at an enterprise level 
• Proven capability and experience in integrating and managing service improvements involving multiple service providers (both internal and external). 
• Strong communication and collaboration skills with the proven ability to communicate effectively to different audiences spanning senior leadership, technical stakeholders, external service providers, and customers. 
• Strong analytical and problem-solving skills; proven ability to solve complex problems independently and with a team. 
• Strong IT Service Management and standards experience. 
• Proactive leadership and ability to work at an enterprise level. 
• Customer-first and product-driven mindset. 
• ITIL Certification preferred.