Senior Application Support Engineer

As a member of the Information Systems Department, the Senior Application Support Engineer is responsible for the daily monitoring, support, and maintenance of existing enterprise-wide applications, including document management, ethical walls, timekeeping, accounting and billing, information and compliance, litigation support applications and other related systems. Leads projects related to updating or installing new enterprise-wide applications.

ESSENTIAL FUNCTIONS:

• Monitor the health of enterprise-wide applications, including error logs, server performance, and memory and processor usage.
• Resolve and respond to Help Desk tickets related to enterprise-wide applications, plus all other applications as needed; note trends; perform troubleshooting; perform problem management, including escalating to other teams and to vendors as needed.
• Keep current on patches and releases related to enterprise-wide applications; review release notes; track resolutions to existing software problems; recommend updates to install.
• Lead the testing of new software or new versions of software. Create and maintain test environments for each of the enterprise-wide applications, including server specifications and software installations, integrations, and customizations. Create and maintain testing scripts for all enterprise-wide applications; manage testing teams and procedures and analyze test results.
• Act as the Project Lead for new enterprise-wide applications or updates to existing applications; serve as a project member on projects to which you are assigned that are run by another team member or manager. Create project plans, monitor deadlines, and project team performance.
• Create and maintain production environments for enterprise-wide applications, including server and desktop specifications, client software packaging, server software installations, integrations, and customizations; submit Change Management forms for approval per IS procedure; schedule work with vendors; perform installations or upgrades, final testing and close monitoring after installation or upgrade.
• Interface with vendors on a regular basis regarding problems, bug fixes and new software versions.
  
  

ADDITIONAL FUNCTIONS:

• Maintain a high level of knowledge in all enterprise-wide applications via release notes, documentation, vendor dialogue and training classes.
• Act as a back-up for all other applications that may be primarily supported and maintained by others on the Applications team.
• Perform desktop applications packaging, testing and deployment via SCCM.
• Assist, teach and mentor Applications Analysts and Administrators on the team.
• Other related job duties, as assigned.
  
  

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES):

Education:

• Bachelor’s degree required, major in computer science preferred. A combination of education and prior experience will be considered in lieu of a degree.
  
  

Experience:

• Minimum of five years of extensive experience managing enterprise-wide applications, preferably in a law firm.
  
  

Knowledge, Skills, & Abilities:

• Deep knowledge of document management, timekeeping, law firm accounting and billing systems, litigation support, ethical walls, and security.
• Infrastructure, server, operating systems, and network communications knowledge.
• Proficient knowledge of desktop operating systems, software, and software packaging practices.
• Deep knowledge of law firm software, procedures, and risk policies.
• Strong ability to install and maintain any enterprise-wide application, including servers, customizations and integrations, load balancing, disaster recover procedures.
• Knowledge of SQL server and SQL scripting.
• Knowledge of Microsoft technologies and Group Policy.
• Certification in iManage preferred.