19 Oct
London
London
The Opportunity
Key Internal Relationships:
- IT teams within the department and internal clients
Key External Relationships:
- Escalation of support to 3rd party vendors
Key Responsibilities:
- iManage Document Management
- Legal applications, Interaction, Bighand, etc.
- MS SQL & E-Discovery systems, particularly Relativity
- Application packaging and distribution using SCCM
- Windows 10 desktop and MS office including O365
- Citrix Xen Desktop
- VM Ware
- General knowledge of Microsoft OS and infrastructure
- Active Directory, DNS, Group Policy management
- Scripting technologies including PowerShell
- Enterprise IT experience (Cloud and on Prem)
- + Understanding of Aderant Expert, IntApp, Wall Builder
Key Performance Indicators:
- Excellent technical knowledge, initiative and willingness to take responsibility across the application portfolio
- Holistic approach to support, recognises and responds to the priority and urgency of incidents, takes ownership and drives through resolutions
- Adapts quickly and willingly to technology changes and able to apply knowledge to new and existing technology for business problem resolution
- Ownership of relevant serious and major incidents, focusing on speedy restoration of service and resolving business problems
- Provide operational delivery, support, maintenance and contributes towards design of all changes to the application portfolio
- A strong focus on building effective relationships and positively influencing others as an integral part of the team
- Proactive in the elimination of preventable outages through enhanced monitoring and alerting
- Progress assigned projects and improvements to deliver on time and to budget, working to agreed procedures.
- Excellent communication skills, articulating technical details clearly and concisely for a consistent approach
- Supports the international offices in the delivery and support the application portfolio
Qualifications, skills and experience:
- Extensive iManage document management knowledge in a multi-library environment – On Prem and Cloud iManage and SPM.
- iManage Cloud - managing and maintaining iManage Cloud solutions, overseeing migration processes, troubleshooting technical issues, ensuring system security and compliance, collaborating with teams for system improvements, and providing support to users, monitoring system performance.
- Evidence of experience proving operational 3rd line support across legal applications in an international organisation with multiple data centres
- Familiar with supporting cloud hosted application services and had experience with transition of on-premises to cloud application services
- Ability to demonstrate sound knowledge of E-Discovery systems. Preferably Relativity with good understanding of supporting platforms
- Escalation of serious issues to vendor support , attending and contributing towards service reviews and supporting improvement plans as required
- Ability to demonstrate real world experience of using PowerShell in application management
- Day to day management of applications ensuring all updates and patches are regularly assessed and applied
- Incident management across all applications,
troubling-shooting and tenacious in uncovering and eliminating root cause of issues
- Ensuring all applications are backed up where required and can be restored as appropriate
- Understanding of the base Active Directory domain in order to provide a foundation for desktop administration to build and maintain user environments
- Ability to use initiative and be pro-active, with good attention to detail and high level of accuracy
- Strong organisational skills and ability to prioritise, takes responsibility for completing tasks
- Excellent service orientation skills;
- Enthusiastic, positive and committed team member;
- Ability to cope with conflicting demands and meet deadlines and remains calm under pressure;
- ITIL Foundation Certification
- Familiar with Agile Scrum working practices, Service Now & Jira
- This role may require occasional international travel to other international offices to support major projects and initiatives
- This role requires the participation of an on-call 24/7 rota after a suitable qualifying period
- The core hours of the role are on a rotation basis between the hours of 08:00 – 18:00,( ie 08:00-16:00, 09:00-17:00, 10:00-18:00)
Team
Information Technology
Working Pattern
Full time
Location
London
Contract type
Fixed Term Contract
Diversity & Inclusion
At Herbert Smith Freehills you will be part of a diverse, innovative culture where high performance, client focus and highly engaged people are our differentiator.
People at our firm come from a range of backgrounds and bring a wide variety of experiences and perspectives to their work with us. We strive to ensure that our inclusive environment means you feel valued and able to perform at your best by being your authentic self at work. We know that our future success not only depends on being innovative and progressive in the changing legal market but, most importantly, on our people feeling highly engaged in meaningful work.
We understand that you have commitments and personal interests outside of work and we strive to create a working environment based on mutual trust and respect, in which you can perform at your best whilst maintaining sustainable balance across your life.
▶️ Business Systems Analyst ( 6 month FTC)
🖊️ London
📍 London