Jon Flint Email & Phone Number

Listen. Envision. Plan. Execute. Monitor. Repeat until customers are delighted. Turn wishes and priorities into effective software by quickly grasping business goals, then analyzing processes and systems to identify practical solutions. - Excellent interpersonal, verbal, and written communication skills- Well versed in Agile methodology

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  Business Systems Analyst

  Thomson Reuters

  Feb 2001 - 2019 - Rochester, New York

  Elicited and documented business and system requirements for editorial tools and hierarchy management tools used for legal content in print and online formats. Used Version One software and JIRA software to document requirements and stories for the development team. Created user manuals for multiple editorial systems and tools. Managed and prioritized service desk queues and provided tier 1 support with a high level of customer service. Summarized support issues and worked with development team to document and resolve.- Ensured systems met expectations of stakeholders by facilitating requirement gathering sessions and eliciting ongoing feedback during development cycle.- Saved developer hours as liaison between development team and stakeholders to clarify and update requirements.- Assured shortest time of issue resolution by creating and maintaining knowledge documentation in Service Now and Service Manager for troubleshooting and tier 1 timely response.- Achieved global support consistency by training tier 1 staff in US, UK, and India on editorial systems and issue resolutions.- Leveraged higher level support time by triaging and referring issues from tier 1 support to tier 2 and tier 3.- Earned Thomson Reuters “Aiming for Excellence” Gold Award for creating a user-friendly web-based support solution for Practical Law editorial authoring tool.- Facilitated resolution of system issue by documenting bugs in JIRA, soliciting feedback from the stakeholders on resolution priority, and meeting with development team to clarify issue and steps to recreate.- Investigated and suggested workarounds to users allowing productivity until resolution of critical bugs.- Maintained trust between user community and development team by communicating expectations of when bugs would be fixed and following up with impacted users when development