Applications Support Senior Specialist

Applications Support Senior Specialist

Requirements

• 3 – 6 years of relevant related work experience preferred.
• Good skills in relational database (SQL Server) and SQL query / script / stored procedure development for data analysis and manipulation.
• Proven history and expertise in supporting complex, 3rd party software applications for business services. Demonstrated practical experience in learning and becoming an internal expert on the features and capabilities of packaged software applications.
• Experience in large, production-oriented service operations, in a 24x7x365 service delivery model supporting mission-critical business operations with large data volumes preferred.
• Proven history and expertise in supporting Microsoft Windows servers and desktops; significant depth in using and managing Windows 10/11 and Windows Server 2016, 2019 and 2022 systems.
• Experience in eDiscovery, Legal technology, Relativity, Brainspace, Reveal Processing, Litigation Support, and/or Managed Hosting environments and Azure is a significant plus.
• Some experience with Microsoft development tools, including MS Visual Studio, .NET a plus.
• Experience with ServiceNow, Tableau, Smartsheet a plus.
• Bachelor’s degree desired; work experience / knowledge / expertise may be considered in lieu of degree.
• Excellent written and verbal communication skills in English with the ability and confidence to interact with clients at all levels.
• Ability to work full time in an office and remote environment; physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday.

Responsibilities

• Provide on-site operational support for current and future 3rd party application software tools and utilities that are utilized to support the full eDiscovery process lifecycle. Participate on cross-discipline teams as necessary to support the business.
• Actively participate and execute data analysis, transformation, and migrations for various projects between the various applications software systems. Provide expert-level technical support for the business unit on the various requirements for import and exports on all 3rd party and internal applications. Develop documentation on data mappings and processes for migrating and transforming data between systems.
• Participate in the concept, design, implementation, and support of any ETS / eDiscovery service (including custom applications, ad-hoc projects, and packaged/purchased applications). Participate in the analysis of various software systems and applications (both custom and packaged), and related systems architectures to design and implement improvements for increased functionality, reliability, and performance.
• Provide on-site operational support for current and future ETS / eDiscovery technology systems, including end-user general technology support, general server administration, and systems maintenance activities under the direction of the ETS management.
• Provide exemplary end-user customer support to the ETS / eDiscovery business unit by responding to, and anticipating, technology support needs, quickly and accurately resolving requests and/or issues, and communicating effectively.
• Provide general technology systems administration, including general server maintenance, software patching, backups / restores, and end-user account and permissions administration, following guidelines and direction from the ETS management team.
• Acquire knowledge, via both formal and on-the-job training of the various packaged software applications used to collect, process, and produce the full eDiscovery service offering. Become a recognized expert in knowing the various tool features / functionalities, and how those tools interact in the underlying systems. Become an expert on data import, transformation, and export capabilities and requirements of the various software systems.
• Adhere to and perform against internal and external SLAs to the business.
• Participate in the analysis of various software applications and application architecture and configurations and participates as a key member of the team in reconfiguring systems, databases, and applications for optimal performance. Participate in troubleshooting as required.
• Schedule, communicate, perform, and monitor regular and ad-hoc application maintenance activities, including required patching and upgrades, within the defined policies and procedures.
• Participate in the implementation, support, and documentation of various technology systems, including new hardware, servers, services, and 3rd party and custom software applications and system-to-system interfaces.
• Participate in documentation activities related to system design, configuration, operation, and support policies and procedures.
• Participate in a rotation of on-call evening and weekend coverage with team.
• Additional responsibilities as identified. This description is not designed to encompass a comprehensive listing of required activities, duties, or responsibilities.

Preferred Qualifications

• Experience in eDiscovery, Legal technology, Relativity, Brainspace, Reveal Processing, Litigation Support, and/or Managed Hosting environments and Azure is a significant plus.
• Some experience with Microsoft development tools, including MS Visual Studio, .NET a plus.
• Experience with ServiceNow, Tableau, Smartsheet a plus.