Application Technician

Thomson Reuters; Toronto; On-site; CAD 60,000 - 85,000; Full time

Job summary

A leading company in the technology sector seeks an Application Technician to support customer application issues, ensure system performance, and improve operational processes. The role demands experience in problem-solving, technical guidance, and a collaborative approach while promoting knowledge sharing among teams. Work-life balance and growth opportunities are integral to this position.

Benefits

Flexible vacation

Tuition reimbursement

Employee incentive programs

Mental Health Days

Work from anywhere policies

Qualifications

• Proven experience in analyzing customer application problems.
• Demonstrated ability to implement workarounds effectively.
• Experience with root cause analysis.

Responsibilities

• Analyze and resolve customer application issues of moderate complexity.
• Proactively monitor production and non-production environments.
• Provide technical guidance and support project initiatives.

Skills

Customer Problem Analysis

Technical Guidance

Proactive Monitoring

Root Cause Analysis

Effective Communication

Education

Bachelor’s Degree in Technology or related field

Job description

Application Technician

The Thomson Reuters [e.g., Technology Operations / Application Support] Team is seeking a skilled and motivated Application Technician. In this role, the Application Technician will be responsible for analyzing and resolving customer application issues of moderate complexity, proactively monitoring system environments, and collaborating with various teams to ensure application stability and performance. The Application Technician will contribute to effective problem resolution, provide technical guidance, and support project initiatives to meet business objectives.

About the Role

In this opportunity as Application Technician, you will:

• Analyzecustomer problems of moderate complexity andassessthe scope of their impact.

• Mitigatethe customer impact of issues byrecommendingandexecutingeffective workarounds.

• Identifyoptions for problem resolution andinitiateappropriate action.

• Conductroot cause analysis andcorrelateother system and/or application problems of moderate complexity.

• Provideadvice or training to users regarding application systems' functionality, correct operation, or constraints, andcorrectuser faults.

• Liaiseeffectively with various application development and content teams, customer service teams, and other software and hardware support teams.

• Engageother teams as appropriate andescalateissues as required to ensure timely resolution.

• Proactively monitorproduction and non-production environments and/or applications to ensure optimal performance and availability.

• Provideinput for technical plans and solutions, contributing to the enhancement of application systems.

• Offertechnical guidance and support to less experienced analysts within the team.

• Workon small, complex projects or issues that require a singular area of expertise.

• Participateactively in project planning sessions with team members.

• Managemultiple and sometimes competing priorities effectively, with guidance.

• Prepareand deliver status updates for customer problems or ongoing projects.

• Regularly communicateandshareknowledge with the rest of the team to foster a collaborative environment.

• Performall actions in alignment with defined operational standards and best practices.

• Assistin developing, configuring, or supporting tools for system monitoring and/or troubleshooting.

• Developsoftware application modules using disciplined software development processes to fix problems and effectively communicate changes.

• Carry outunit testing andimplementapplication modules you have developed or modified, ensuring the application meets the needs of the client and business.

• Provideongoing maintenance of either mainframe or client/server applications or tools.

About You

You’re a fit for the role of Application Technician if your background includes:

• Proven experience in analyzing customer application problems of moderate complexity and assessing their impact.

• Demonstrated ability to mitigate customer impact by implementing workarounds and driving problem resolution.

• Experience with root cause analysis for system and/or application issues.

• Strong communication skills, with the ability to provide clear advice or training to users and liaise effectively across various technical and service teams.

• Proficiency in proactive monitoring of production and non-production application environments.

• Ability to contribute valuable input to technical plans and solutions.

• Experience in providing technical guidance to colleagues.

• Capability to manage small, complex projects or issues and participate in project planning.

• Skills in managing multiple priorities with guidance and preparing clear status updates.

• A collaborative mindset with a commitment to sharing knowledge within a team.

• Understanding of, and adherence to, defined operational standards.

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What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.