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.
• 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 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.
• 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.
• 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.

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.