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Service Delivery Analyst
@USA021 West Publishing Corporation
[Hiring] Service Delivery Analyst @USA021 West Publishing Corporation
Mar 28, 2025 - USA021 West Publishing Corporation is hiring a remote Service Delivery Analyst. 💸 Salary: $70,000 - $130,000 plus bonus. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role works alongside the Engagement Manager, Solutions Engineer, and other members of Thomson Reuters Court Management Solutions (CMS) for successful delivery of the end-to-end software solution for our clients.
- Support service delivery with assigned clients using C‑Track and Case Center solutions in a production environment.
- Provide stabilization services and ongoing production support.
- Execute, manage, and deliver on service level agreements with assigned client(s).
- Provide direct support to customers and develop/maintain positive customer relationships.
- Be accountable for customer satisfaction within assigned client(s).
- Analyze and recommend methods and techniques for obtaining solutions.
- Serve as a conduit between client and the internal operations and software development team.
- Complete tasks with input from the Service Delivery Manager.
- Provide feedback to Service Delivery Manager on common customer concerns and ideas for resolution.
- Ensure the company is represented in every customer contact in a manner consistent with the Thomson Reuters brand.
- Provide on-call support based on client needs, following a rotating schedule.
- Travel to client sites may be required to support project activities, training, and go-lives.
Qualifications
- Bachelor’s Degree in a Business Management, Information Systems Management, or related field is required.
- 3+ years of experience resolving technical issues in a customer service environment is required.
- Strong working knowledge of the Microsoft Office Product Suite.
- Strong customer service skills in a remote working environment.
- Excellent communication skills, including the ability to comfortably and confidently present to groups.
- Ability to communicate complex information in a concise, logical manner.
- Ability to interact professionally with a diverse group, including executives, managers, and subject matter experts.
- Ability to be highly organized with excellent analytic and troubleshooting/problem-solving abilities.
- Ability to be quality focused, organized and deadline oriented.
- Passion for learning and mastering complex system functionality and techniques quickly through instruction and self-training.
- Ability to flexibly adapt to a changing environment.
- Ability to gather and communicate technical details to and from relevant stakeholders.
- Ability to understand, articulate technical requirements, processes, and translate that information into technical documentation.
- Demonstrate the ability to work independently as well as in a virtual team environment.
- Experience with or understanding of judicial/court process is preferred, but not required.
Benefits
- Comprehensive benefit plans; flexible and supportive benefits for work-life balance.
- Flexible vacation, two company-wide Mental Health Days Off.
- Work from another location for up to a total of 8 weeks in a year.
- Headspace app subscription.
- Retirement, savings, tuition reimbursement, and employee incentive programs.
- Resources for mental, physical, and financial wellbeing.
- Globally recognized and award-winning reputation for equality, diversity and inclusion.
- LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company.
- Ten employee-driven Business Resource Groups; two paid volunteer days annually.
- Environmental, Social and Governance (ESG) initiatives for local and global impact.
- Comprehensive benefits package including health, dental, vision, disability, and life insurance programs.
- Competitive 401k plan with company match.
- Market leading work-life benefits with competitive vacation, sick and safe paid time off, paid holidays.
- Parental leave, sabbatical leave.
- Optional hospital, accident and sickness insurance paid 100% by the employee.
- Flexible Spending and Health Savings Accounts.
- Fitness reimbursement; access to Employee Assistance Program.
- Group Legal Identity Theft Protection benefit paid 100% by employee.
- Access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement.
- Access to Employee Stock Purchase Plan.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$70,000 - $130,000 plus bonus
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
