iManage Systems Analyst

This position is responsible for maintaining, enhancing, and supporting the firm’s DMS and related systems.  The iManage Systems Analyst 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.  As a customer facing role, excellent communication and people skills are required. In addition, a positive attitude, rigorous work habit, and professionalism in the workplace are a must as well as strong analytical, organizational, and multi-tasking skills. This is a remote, Firmwide, full-time, exempt position.

Essential duties and responsibilities:

iManage Administration

• Act as primary technical contact for all firm iManage systems and related processes not resolved by the Service Desk and escalating to Senior Systems Engineer/iManage support when appropriate.
  • Assist 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. Responsible for updating and closing assigned help tickets in a timely manner.
• Support iManage systems including but not limited to cloud DMS system, Threat Manager, Share, iManage Records Manager, Litera CAM and Litera PowerDeskop.
• Participate in planning, testing, development and implementation of upgrades, new modules, and related applications.
• Provide workspace and database administration tasks, including but not limited to:
  • Perform daily health checks on workspace templates and provisioning rules.
  • iManage user account management, including troubleshooting automated account creation processes, and name changes. Includes onboarding of summer/fall associates, returning personnel, etc.
• Perform daily health checks and monitoring of servers in all related systems.
• Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary. Create KB articles.
• Monitor automated daily financial document imports to ensure successful filing in iManage
• Importing Partner documents.
• Work with multiple teams to plan, install, configure, maintain, and troubleshoot the Firm’s iManage and related systems upgrades.

General duties

• Support Records & Information Governance (IG) Team with technical issues/questions related to iManage system and supporting tools.
• Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues.
• Maintain and improve upon overall product quality to ensure customer satisfaction with the Firm’s iManage system.
• Document all systems, processes, and procedures in a timely, clear, and concise manner.
• Proactively monitor and follow up with customers after resolution of technical issues to ensure integrity of solutions.
• Attend scheduled project meetings with other teams and departments as required.
• Participate in testing and quality checks as required.
• Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction.
• Identify and act on opportunities for self-improvement.
• Attend webinars, seminars, and training in a variety of formats to enhance technical skills.

Other duties and responsibilities

• Other projects and duties as assigned by manager, including after hours and weekends when needed.
• On call for after hour support – first point of contact.

Supervisory responsibilities:

• No supervisory responsibilities.

Qualifications:

Required

• Bachelor’s degree in related field, or 3 years of equivalent experience.
• Experience supporting iManage Suite of Applications including
  • Document Management System (cloud)
  • Share
  • Drive
  • Records Manager
  • Mobile application
• Specific knowledge including Worksite (both on-premises and Cloud), EMM, Work 10 Desktop and Work Web.
• 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 participate in 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.

Preferred

• Litera CAM and PowerDesktop for iManage (cloudimanage.com)
• Installation, configuration, and management of applications.

Extent of Contact (Within and outside the Firm):

Moderate level of contact with:

• Director of Business & Practice Systems
• Enterprise Records & Risk Systems Manager
• Directors and Managers
• IT Department Directors and Managers
• Records Managers and Staff
• Business & Practice Solutions & IT staff
• Firm software vendors and consultants

Moderate level of contact with:

• Firm attorneys, management, and staff

Occasional level of contact with:

• Firm clients

Physical Demands:

• Must be able to work at a computer and telephone for extensive periods of time.
• Must be able to function and self-manage in a remote work environment.

Working Conditions and Environment:

• This is a fully remote position. Occasional office attendance may be required
• Must be available after hours and on weekends when support is required.
• Travel as needed and may increase due to firm projects or other special circumstances.

Baker Botts L.L.P. is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, gender, sex, age, religion, creed, national origin, citizenship, marital status, sexual orientation, disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other basis protected by federal, state, or local law.