Senior Analyst, Application Support (Intapp)

Job Description

We are a global law firm with a powerful strategic focus and real momentum. Our industry-focused strategy is seeing us take on pioneering work in places that others have yet to reach. Our shared values define our culture and our workplace. You will find us to be unusually collegial, team-oriented, and ready to innovate. We work seamlessly across practices, offices and around the world. This elimination of boundaries has allowed us to evolve into a law firm that works as hard for its culture as it does for its clients.

The Team

This is an opportunity to join a friendly and supportive global team responsible for providing expert technical support & maintenance to a large international user base.  Quality of service delivery & support, knowledge of application development, infrastructure design and a willingness to learn are key traits required for this role. Strong problem-solving and a pragmatic approach will be required as well as an ability to work with senior stakeholders in resolving time-sensitive issues quickly and effectively.

The Role

We are in search of a dynamic, driven, and experienced individual to join our team as a Senior Analyst, Application Support.  Exceptional technical skills are necessary, with an ability to troubleshoot and think creatively being fundamental. This person will be required to work well with the existing team to ensure we deliver exceptional service to our clients. They will be adept at leveraging their existing skills with learning/honing new ones. The person must value stability and a strong work culture. Proficiency in engaging with senior stakeholders to address issues promptly and professionally is a key aspect of this role.

Our environment prioritizes a healthy work-life balance, although occasional flexibility may be required, including working outside regular hours to ensure optimal support for our systems and user base.

Responsibilities include but are not limited to:

• Collaborate with colleagues across domestic and global time zones to ensure comprehensive coverage for incident resolution across our international user base within an ITIL framework

• Take ownership of 3rd line support incidents, with willingness to pick up 1st line support incidents and resolve them when required

• Utilize exceptional troubleshooting, problem-solving, and analytical skills to proactively manage and resolve issues throughout the incident lifecycle, owning the issue from end to end

• Effectively escalate incidents to vendor support and collaborate with internal and external stakeholders until resolution and fixes are implemented

• Act as the escalation point for complex issues and work with the Solution Architect and Product Owner to define effective solutions

• Must be highly proficient with products and features under their care and be a key point of reference

• Act as go-to person for major incidents and be willing to work outside of normal hours business to resolve these if required

• Perform upgrades and other major changes to production systems as required (often outside of normal business hours)

• Identify system defects and advocate for their resolution, collaborating closely with application teams during the development lifecycle

• Proactively identify performance bottlenecks and provides solutions for handling them

• Monitor and maintain data processing and feeds between systems, ensuring a deep understanding of end-to-end processes and data flow

• Serve as a technical lead in delivering projects to improve systems manageability, supportability, and performance, including taking ownership of specific tasks / work streams, within the Change Management delivery process to ensure project success

• Participate in DR (Disaster Recovery) invocation and testing and provide maintenance and monitoring of DR / BCP (Business Continuity Plan) readiness

• Be responsible for creating and maintaining technical documentation and Knowledge Base articles

• Mentor 1st and 2nd level support team members and aid in their technical growth

• Attend meetings with external teams, to aid in topics of technology migrations, patching, and any changes to systems, although not under the role’s remit, that can affect down and upstream functionality

• Any other reasonable duties requested by the Intapp Applications Lead

Please note this job description does not cover or contain all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications: