Manager of Application Support and Development
4 weeks ago
The Manager of Application Support and Development reports directly to the Director of IS and other stakeholders to analyze and predict trends and develop long-range plans designed to maintain cost effectiveness and competitiveness, develop the enterprise application strategy, service delivery standards and procedures, and align the organization, systems, and processes to successfully support the Firm.
This is a highly skilled technical position that will be responsible for researching, developing, implementing, and maintaining integrated software solutions which allow attorneys and staff to access firm resources from the office and remote locations, while leading projects to research, evaluate, design, implement, and support complex enterprise applications, on premises and in Cloud such as Microsoft Windows, Microsoft Office, iManage, Aderant, Workshare, SQL, Acrobat and familiarity with Active Directory, Group Policy. The ideal candidate will also possess solid customer service and communication skills and the ability to handle multiple duties and responsibilities in a fast-paced, law firm environment and perform occasional off-hours work, including maintenance and on-call rotations.This role has a flexible working schedule and is considered hybrid, with in-office presence as needed.
Responsibilities
Applications support of Microsoft Office Suite, iManage Worksite/DeskSite, BigHand products, Citrix Sharefile, Citrix Workspace, Litera Compare, Metadata Assistant, Aderant, Intapp Time or similar software programs
Experience with Microsoft Office 365 products and corresponding 3rd-party integrated apps
In-depth technical knowledge of Microsoft Windows 11 and registry administration
Perform ongoing analysis, selection, development, testing, and best practices to ensure continuous quality improvement of the application stack on physical and virtual user endpoints
Oversee application packaging requirements, configuration, design, and customization for large, complex, or firm-wide deployments, Kaseya or similar experience.
Provide end-user support and troubleshooting for iManage-related issues, including document versioning, search functionality, and integration with other systems
Serve as subject matter expert on desktop applications, with primary focus on the Microsoft Office Suite and related integrated applications.
Research new applications or alternatives when required and recommend changes and improvements to ensure optimal performance and reliability of applications, procedures and processes to leadership team where appropriate.
Actively monitor escalated tickets and follow proper incident, problem and request management processes. Assume ownership of level 2 support and troubleshoot to analyze, resolve and document all reported incidents. Relay end-user feedback on issues and initiatives that impact customers, and ensure that the "voice of the customer" is heard.
Utilize IT best practices for root cause analysis.
Follow enterprise procedures for application portfolio, change management, escalation and outage protocols
Collaborate with other team members and groups within IT.
Create and maintain comprehensive documentation for defined applications.
Act as technical lead on the implementation of new systems and upgrades, including testing and knowledge transfer amongst other members of the Enterprise Applications Team.
Administer, monitor, maintain and troubleshoot applications to ensure minimal downtime.
Implement, update and maintain data integration within Firm systems, including data transfer via firm middleware, vendor software APIs, and other systems and integration as required.
Create notifications and monitoring jobs to proactively address specific system issues and improve systems uptime.
Create scripts for automating administrative tasks as required.
Create and execute SQL queries to troubleshoot and modify enterprise applications databases.
Work closely with vendors to resolve issues.
Work closely with Training and Support Services teams to educate, transfer knowledge and provide troubleshooting and problem diagnosis.
Experience & Qualifications
Bachelor’s degree in the field of computer science, information systems, or comparable work experience
10 years in applications support and implementation used in the legal industry such as document management, document production and analysis, practice group applications
5 years of experience with deployment of Microsoft operating systems and applications
5 years of experience working with Document Management and other legal specific systems
5 years of experience with a systematic approach towards software testing
Strong ability to perform technical research on vendor and peer support sites
Candidate will need a strong ability to demonstrate successful independent work and value-added deliverables
In-depth technical knowledge of Microsoft Windows and Mac OSX operating systems;
Familiarity with Citrix XenApp and XenDesktop.
Excellent written and verbal communication skills with an ability to effectively communicate with individuals at all levels.
Able to interact positively at all levels within the firm and be a good team player.
Able to demonstrate excellent client/customer facing skills.
Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.
High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
Methodical approach to work, with a strong focus on organization, accuracy and quality.
Understands the need for documentation and well-defined procedures.
Can demonstrate initiative and the ability to be proactive, while also being able to follow instructions and provide support to IT Management
Exhibit knowledge and proficiency with administration and maintenance of relational databases used by supported applications
Ability to maintain awareness of software portfolio technology developments and make recommendations to enterprise technology teams and leadership
Ability to work independently and lead implementations, as well as, break/fix discussions to achieve positive solutioning outcomes
Able to work under pressure to tight project deadlines and can adapt to differing demands
Must be able to multi-task and prioritize assigned workload to meet delivery commitments
Experience in ongoing quality assurance tasks and processes related to monthly patching and other software update cycles
Prior law firm experience strongly preferred.
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