Technology Support Analyst

3 weeks ago

Abbott Park, United States Abbott Laboratories Full time

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. Youâll also have access to:

  • Career development with an international company where you can grow the career you dream of.
  • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
  • An excellent retirement savings plan with high employer contribution
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelorâs degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

 

The Opportunity
This position works out of our Abbott Park location in the General Counsel division.


The Technology Support Analyst assists the Legal Technology team in providing end user support for legal systems including, but not limited to

  • Passport (legal matter management and ebilling system),
  • iManage (document management),
  • Global Entity Management System (entity management) and
  • iMatter (legal matter management).

 

What Youâll Work On

  • Functions as the Subject Matter Expert (SME) for analyzing and resolving Legal system support requests. 
  • Reviews support tickets and emails, analyzes and triage issues, determine root cause(s) and works closely with the Legal Technology team, Business Technology Services, and other resources to resolve issues.
  • Provides Level 1 and 2 support leading day-to-day issue management, system incidents, troubleshooting errors.
  • Understands the capabilities of Legal systems and departmental business processes and how Legal systems can be used to facilitate their work processes for matter, document, and entity management.
  • Onboarding and offboarding of users, providing system usage guidance.
  • Support end user training in coordination Legal Technology team.
  • Documents system enhancement list, prioritize an recommend system and process improvements with Manager, Legal Technology
  • Assists with system testing and troubleshooting.
  • Monitor system performance, health checks, and verifying integrations are functioning as expected.
  • Assists with software upgrades, enhancements, installation, and projects.
  • Maintains system documentation to enable knowledge transfer within the Legal Technology team.
  • Tracks helpdesk requests to shared mailboxes.
  • Conduct ad hoc issue resolution sessions.

 

Required Qualifications

  • Bachelorâs degree in a technical discipline OR equivalent experience

 

Preferred Qualifications

  • Minimum 1-2 years of experience in a system support role, particularly related to legal or comparable systems
  • Good technical aptitude, able to readily understand and analyze complex system concepts and technical issues
  • Highly customer service focused
  • Strong verbal and written communication skills
  • Excellent computer skills (particularly with MS-Office applications)
  • Ability to work independently and as part of a team

 

Apply Now

 

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

 

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

 

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

 

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on X (formerly Twitter) @AbbottNews and @AbbottGlobal.



The base pay for this position is $48,000.00 â $96,000.00. In specific locations, the pay range may vary from the range posted.

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