Department purpose
The Technology Services department is responsible for providing world class support and services to our business all across the globe. The IT Service Management team is part of Technology Services, and operates all of the IT services and infrastructure for the firm.
Role context and purpose
The DMS Support Analyst is accountable for supporting and maintaining the following areas:
- On-going support, maintenance and administration of the iManage DMS service for 7000+ users in the firm, in particular the 3000+ fee earners. Provide them with the best service possible to allow them to service the firm’s clients.
- On-going support, maintenance and administration of the iManage Document Management System, RAVN search platform and enterprise scanning solution. It currently runs over 700 servers.
- On-going support, maintenance and administration of client-side iManage, running on 7000+ laptop/desktop devices, along with MS Office add-in and mobile client for iOS and iPadOS.
- Support for cloud/SaaS hosted instances of iManage, currently planned for deployment in China and Australia.
- Support for DSAR/eDiscovery requests that require access to the DMS
- Support of the RBRO toolset used for matter maintenance (import/export/transport)
- Including packaging, configuration, deployment, patching of software
- Providing technical expertise for projects where required.
The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location.
The role involves:
- Providing a single point of technical leadership on projects (including SIPs and SEs) for technical delivery, leading the technical decision making.
- Ensuring that services are effectively delivered, understood and supported so that they fulfil business needs.
- The role holder will be seen as a clear leader for all technical matters relating to their specialist areas
- The remit of this role is global and extends to all aspects of the product set, independent of location.
- Support the firm’s environmental goals and initiatives.
- Providing 3rd line support for the timely resolution of incidents and problems
- Executing regular maintenance and monitoring tasks
- End-to-end ownership of incidents, ensuring accurate and timely updates
- Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times.
- This includes maintaining and optimising applications and infrastructure; and
- Bringing new releases into production.
- Being recognised as subject matter experts in the technologies supported by the team
- Keeping within operational targets; for example ‘problem record’ targets; ‘age of incident’ targets; and ‘backup assurance’.
- Supporting the firm’s environmental goals and initiatives.
Role and responsibilities
Architecture & Technology Planning
- Understand the relevant technology standards and roadmaps
Application and Infrastructure Support
Works with the Team Leader to ensure effective, seamless support for end users to include:
- Support of applications and infrastructure;
- Ensure effective hand-offs between teams;
- Ensure effective, reliable and efficient end to end processes (internal and external) are in place;
- Embed continuous improvement and leading by example;
- Operate within Service and Operational Level Agreements and performance reporting; and
- Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements.
- Maintain appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) for effective 3rd line support
Service Delivery
- Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels
- Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation.
- Define and deliver continuous improvement programmes, in conjunction with the Team Leader, so that, where applicable, systems deliver an improved performance to the business.
- Enhancements and improvements to services should be delivered by the appropriate governance authority; and
- Maintain a culture of continual improvement and problem solving.
Build and Implementation
- Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions
- Ensure that documentation and training materials are created and are suitable
Risk Management
- Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment.
- Take part in audits and risk assessments as directed by the Global Application and Security Manager.
- Participate in disaster recovery rehearsals to prove their effectiveness.
Quality, Methods & Tools
- Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognised models.
- Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms.
Knowledge
- Technical expert within this discipline and excellent all-round technologist.
- Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment.
- Expected to have a solid understanding of all technologies used by A&O and business working practices.
Experience
- Minimum 2/3 years IT experience with at least 1 years experience in a 3rd line role supporting a number of the technologies listed in this job description.
- Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.
Qualifications
- Ideally the candidate should have the following or equivalent:
- Minimum “A” level standard education or equivalent
- Recognised accreditation - preferred
Note that any offer of employment will be conditional on proof being supplied that the candidate is fully vaccinated against Covid-19 with a vaccine under Singapore’s National Vaccination Programme or WHO Emergency Use Listing and their respective post-vaccination duration, save where the candidate is medically ineligible for vaccination.
