Current job openings

Applications Support Analyst

Posted: Thursday, March 18, 2021 Full-Time


The Team

Reporting to the Intapp Applications Lead, the role provides expert second line technical application support & maintenance across the suite of Norton Rose Fulbright applications, to a large global user base. Quality of service delivery & support is key, as is a knowledge of application development and an appreciation of infrastructure design within a legal framework / architecture.   Strong problem solving and a pragmatic approach will be required.

The Role

  • Work as part of a global support team to ensure maximum coverage for the support and resolution of incidents
  • Has experience collaborating and working with global team members across differing time zones which can sometimes call for flexibility in working outside of regular work hours.
  • To provide second line support and resolution for incidents and problems within an ITIL framework.
  • Collaborate with the application development teams to ensure supportable solution delivery and quality assure systems as they move from development into test and live
  • Work as part of a team to deliver projects to improve systems manageability & supportability within the Change Management delivery process
  • Participate in DR invocation and testing and provide maintenance and monitoring of DR / BCP readiness
  • Monitor and report on system performance feeding into capacity planning and application development
  • Escalate and manage incidents with suppliers / application team while building effective service relations
  • Provide an escalation point for application issues
  • Monitor and maintain data processing and data feeds between systems
  • Experience of working with Legal PMS systems (especially SAP) would be a distinct advantage
  • The role requires a team player and someone who is comfortable working in a globally distributed team
  • A capacity to learn without supervision and a willingness to take on work that may be out of their comfort zone
  • An ability to realize where possible defects exists in the system and promote the defect resolution of those issues
  • Ability to work with senior stakeholders and resolve their issues when required
  • Any other reasonable duties requested by the internal team leaders

Skills and Experience Required

  • Experience of supporting and maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies
  • Excellent troubleshooting, problem solving and analysis skills coupled with a good understanding of ITIL support processes, being proactive with your incidents, problems and change management
  • Experience of supporting key technologies and critical systems:

    • Document management systems: iManage or other DMS system experience
    • Corporate workflow solutions including Intapp Open / Pricing / Terms / Integration Builder
    • Collaboration tools: Kiteworks, Share or other pertinent experience
    • Ethical walls solution: Wallbuilder
  • An understanding integrated solutions and an ability to troubleshoot issues across multiple systems.
  • Experience documenting KB articles and “How to“ reference guides to enable 1st line support and more junior team members to easily pick up work
  • Core technical skills to include T-SQL
  • Experience of supporting and enhancing software solutions within a global legal firm
  • A good understanding of the end to end process and a willingness to learn / take on applications outside of the applications under his/her remit

Management and Leadership Experience:

  • Cultural awareness and experience working across different cultures and nationalities
  • Coaches/mentors less-experienced colleagues
  • Strong leadership and people management skills are desirable
  • Experience of leading in a matrix organization without formal authority is a plus