Prime Support Analyst

Role Overview

• Provide prime-level support to users of the TaxOne solution (Thomson Reuters);
• Receive, analyze, classify, and track tickets, incidents, and requests;
• Deliver specialized functional support, assisting with root-cause identification and directing appropriate solutions;
• Ensure correct understanding of user requests and their handling within established service levels;
• Support application sustainment, ensuring operational continuity of tax processes;
• Collaborate with internal teams, vendors, and partner areas to resolve incidents and implement improvements;
• Assist with testing, validation, and acceptance of fixes and enhancements;
• Produce and maintain support documentation, knowledge-base articles, and operational procedures;
• Identify recurring issues, improvement opportunities, and preventive actions in the use of the solution.

Requirements

• Experience with the TaxOne application (Thomson Reuters);
• Background in functional support, system sustainment, and user support;
• Knowledge of tax and fiscal processes supported by the tool;
• Ability to analyze incidents, perform troubleshooting, and direct solutions;
• Experience opening, tracking, and prioritizing tickets;
• Familiarity with integrations between systems and tax operational workflows;
• Knowledge of functional documentation and knowledge-base management;
• Experience with configuration/parameterization and the functional behavior of the solution is a plus;
• Experience with functional testing, acceptance, and validation of fixes.

Benefits

• Hybrid Work Model: We adopt a hybrid and flexible work environment (2–3 days per week in the office, depending on the role) for office-based functions, ensuring an integrated and consistent digital and in-person experience.
• Flexibility and Work–Life Balance: "Flex My Way" is a set of policies designed to help manage personal and professional responsibilities—whether caring for family, participating in community activities, or taking time for rest and renewal. These policies reflect our flexible work approach, allowing employees to work from anywhere for up to 8 weeks per year to support an optimal balance between work and personal commitments.
• Professional Development and Growth: We promote a culture of continuous learning and skills development to prepare our talent to meet future challenges and deliver real solutions. Our "Grow My Way" program and skills-focused approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Competitive Industry Benefits: We offer comprehensive benefit packages including medical and dental plans, two corporate mental-health days per year, performance incentive programs, and resources for mental, physical, and financial well-being.
• Culture: Globally recognized for inclusion and belonging, flexibility, and work–life balance. We live our values: customer obsession, competing to win, challenging our thinking, acting fast and learning fast, and believing that together we are stronger.
• Social Impact: Make an impact in your community through our Social Impact Institute. We provide all employees with two paid volunteer days annually and opportunities to participate in pro bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.