Houston, Texas, This position is responsible for maintaining, enhancing and supporting the firm’s DMS and related systems. The Senior Systems Engineer will draw upon his/her problem solving, critical thinking and technical skills to analyze and resolve customer challenges, develop best practice methods, and ensure customer success. This is a customer facing role so excellent communication and people skills are required. In addition, a positive attitude, rigorous work habit, and professionalism in the work place are a must as well as strong analytical, organizational and multi-tasking skills. This is a Firmwide, full-time, exempt position resident in our Houston office.
Essential Duties and Responsibilities
The following functions and responsibilities represent the core of the Records Analyst position. Specific responsibilities under each area may vary slightly between offices. All tasks are performed in accordance to established Firm procedures or at the direction of the firmwide records manager, office, or regional manager of records services.
Act as a subject matter expert and primary technical contact for all iManage systems and related processes.
Maintain and support related systems to iManage, including but not limited to Milan and the Matter Warehouse.
Participate in planning, development, and implementation of upgrades, new modules and related applications.
Provide workspace and database administration tasks, including but not limited to:
Administration of workspace templates and provisioning rules.
Maintenance/troubleshooting of automated matter warehouse creation processes.
General database troubleshooting and maintenance, including creation of SQL scripts to perform application administration tasks.
Manage file imports and exports, including mapping/import of accompanying metadata.
User account management, including troubleshooting automated account creation processes, and name changes.
Provide level one support to analysts/engineers in other groups who work with integrated systems, such as: ethical walls; automated data exports from extranets, new business intake systems, and billing systems.
Perform daily health checks and monitoring of servers in all related systems.
Investigate and resolve complex technical issues, escalating when appropriate to Supervisor.
Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary.
Provide level one assistance with Service Desk escalations, including but not limited to general issues such as document check in/checkout issues, document recovery issues, and client configuration/integration problems, escalating to the iManage Cloud Support Team when applicable.
Work with multiple teams to plan, install, configure, maintain and troubleshoot the Firm’s iManage system upgrades.
Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues.
Act as a subject matter expert, resource, and escalation point for the team’s other analysts as needed.
Maintain and improve upon overall product quality to ensure customer satisfaction with the Firm’s iManage system.
Investigate and resolve complex technical issues.
Document all systems, processes and procedures in a timely, clear and concise manner.
Monitor and follow up with customers after resolution of complex technical issues to ensure integrity of solutions.
Facilitate the escalation of major issues to the appropriate parties, including iManage Cloud Support and ProsperoWare Support.
Provide management with project briefings.
Identify and take action on opportunities for self-improvement.
Attend regularly scheduled project meetings with other teams and departments, acting as a subject matter expert.
Attend seminars and training in a variety of formats to enhance technical skills.
Participate in testing and quality checks as required.
Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction.
Evaluate new products and tools as required.
Other projects and duties as assigned by supervisor, including after hours and weekends when needed.
Bachelor’s degree in related field, or 5+ years of equivalent experience.
Expert knowledge of iManage systems including Worksite (both on-premises and Cloud), Worksite Communications Server/EMM,Desksite FileSite, and iManage Records Manager.
Must be able to manage and troubleshoot automated workspace creation processes.
Must be able to configure and troubleshoot complex integration issues between FileSite and various business applications such as Microsoft Office.
Familiarity with VBScript and/or PowerShell scripting.
Expertise managing application and environment settings via group policy.
Knowledge of SSRS reporting.
Ability to create Integration Services (SSIS) packages.
Ability to quickly learn how to implement and manage new applications, systems and related technologies.
Extremely strong analytical and troubleshooting skills.
Excellent communication skills.
Ability to manage multiple high priority projects and initiatives simultaneously.
Ability to meet required deadlines.
Ability to self-manage.
Ability to interact with customers and team members employing a high degree of tact, diplomacy and professionalism.
Ability to maintain strict confidentiality regarding client and case matters.
Prosperoware Milan suite for iManage Worksite and FileSite.
Installation, configuration, and management of applications.