Working with the Database Systems team within the Information Technology Department, and collaborating closely with the DMS Administrator, this role focuses on support of the Firm's iManage Cloud suite of applications, including Work (Document Management System/DMS), Security Policy Manager (SPM), Threat Manager, Tracker, Records Manager (iRM), and Closing Folders. The right candidate requires an excellent background in iManage technology and system integrations using APIs.
The Database Systems Analyst will provide escalated (2nd level) support for iManage applications as well as carry out focused project work for both business change and service improvement. Where there is capacity beyond business-as-usual and project work, the DSA will identify opportunities for improving and automating processes as well as providing additional support to the Database Systems team and its responsibilities.
Responsibilities:
- Perform administrative functions and monitoring automated maintenance jobs for all iManage applications.
- Provide support for escalated iManage application issues.
- Take ownership of escalated issues and see them through to resolution.
- Work with the IT Operations teams to ensure we are providing optimal client service delivery levels to the firm for iManage and other Database Systems team applications.
- Plan and implement updates and upgrades to the iManage and third-party utilities installed to on-premises servers.
- Maintain and improve automated and ad hoc integrations with iManage applications such as metadata and user synchronizations, Workspace Generation, custom data extracts for analysis and reporting, etc.
- Identify opportunities for process improvement and develop appropriate solutions.
- Develop and maintain a deep technical knowledge of iManage product suite.
- Stay current with iManage email communications regarding new releases, known issues, service interruptions, and scheduled maintenance events, communicating important and helpful information to internal stakeholders as needed.
- Optimize administration of Security Policy Manager and work with Client Intake team to deploy advanced SPM features.
- Optimize administration of Threat Manager and work with Information Governance, Information Security, and User Experience teams to improve reporting, etc.
- Assist Database Systems team with other tasks as needed.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field is preferred.
- 3 years of iManage Work administration and 2nd level support experience.
- Excellent verbal and written communication skills and interpersonal skills including the ability to effectively communicate technical information to both technical and non-technical personnel, and to communicate and advise others on issues that are complex and/or sensitive in nature.
- Understanding of the business of law firms, including risk management issues facing firms.
- Ability to work successfully and independently in an atmosphere of multiple projects, shifting priorities, and deadline pressures.
- Ability to work collaboratively in a team-oriented environment.
- Ability to be flexible and adaptable to support new firm strategies and changing priorities.
- Willingness to share skills and experience with other members of the team and within the IT Department.
- Extensive application troubleshooting experience in an enterprise environment.
- Proficient skills using iManage REST API, Python, PowerShell or other development tools and scripting languages.
- Proficient knowledge of relational databases and TSQL scripting.
- Experience with iManage Security Policy Manager and Threat Manager.
- Experience administering or supporting iManage Records Manager desirable.
- Experience supporting iManage Closing Folders and/or iManage Tracker is a plus.
- Experience with Flexible Folders administration is a plus.
- Ability to function in a fast-paced, service-oriented environment, prioritize multiple projects on a daily basis, and adjust to shifting priorities.
- Strong planning, project management and organizational skills.
- Ability to collaborate and gain the respect, trust, and confidence of the Firm's attorneys and professional staff.
- Possess a "hands-on” tactical approach.
- Creative and proactive approach to problem solving.
- Facilitate teamwork and identify opportunities to develop new processes/infrastructure.
- Demonstrated ability to grasp and implement new concepts quickly.
- Strong analytical abilities, resourcefulness, and attention to detail.
- Ability to work independently and as part of a team with a proactive and positive style that fosters collaborative working relationships.
- Outstanding sense of customer service.
- Deep personal commitment to integrity, excellent judgment, and the highest standards of ethics.
- Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.
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