Enterprise Applications is responsible for application support and issue resolution for all reported Enterprise Software Applications and related backend application components. The EA Engineer II has the ability to identify, research, and resolve complex technical application concerns.
ESSENTIAL JOB FUNCTIONS:
Serves as the primary EA point-of-contact for and must have expertise in one or more of the following areas:
Document Production Software
HR, Finance, KM&T and IT Business Applications
Marketing, Records, NBI, and Library Services Business Applications
Practice Group Applications
Framework and Software Distribution Management
Remote Access and Security Software/Tools
Promptly respond to Level II and III problems and calls regarding any of the above
Provides systems analysis techniques and procedures for involved and complicated technical applications, including discussions with users, to determine software or system functional specifications and support services for firm systems.
Provides application requirements/needs analysis, design, documentation, testing or modification, and implementation of multifaceted computer systems and/or complex machine operating systems based on and related to user or system design specifications. This includes creating Change Control Requests as necessary.
Participates in project planning activities for the firm. This includes use of project management skills of planning, organizing, securing and managing resources to bring about the successful completion of specific project goals and objectives.
Works with vendors for operational and technical support for the firm’s tools and applications.
Continues to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.
Creates, designs, and documents Standard Operating Procedures (SOP) also known as team policies, procedures, and guidelines that direct employee actions.
Manages and optimizes Software Asset Management - the deployment, maintenance, utilization, and disposal of software applications for the firm.
Participates in on-call rotation to provide afterhours coverage.
QUALIFICATIONS & REQUIREMENTS:
Strong software support skills with at least one of the following including, but not limited to:
Document Production applications such as Office, Outlook, iManage, WorkShare, MacPac, HotDocs
HR, Finance, KM&T and IT Business Applications such as Aderant, viDesktop, SharePoint site administration, UniversitySite
Marketing, Records, NBI, Library Services Business Applications such as Interaction, Tikit, SydneyPlus, Onelog, iMatter, Conflicts, RIMS
Practice Groups Applications such as Immigration Tracker, PATTSY, Purbase, PowerForms, Relius Government Forms, TimeValue Tax Interest, 1099 Pro, Winscribe, Corporate Focus
Litigation Technology Applications such as Concordance, Summation, iPro, Sanction, Casemap
Framework and Software Distribution Management Tools such as SCCM, WSUS, Windows Operating systems, UMST, MDT, MSI Packaging tools
Remote Access and Security Software/Tools such as GPO Administration, Citrix and Citrix farm management, VPN, and VDI set up and maintenance
Effective and excellent verbal, written, and interpersonal communication skills. Communication must be clear and concise.
Exceptional customer service and problem solving skills including a high degree of patience and problem management techniques to resolve issues. Demonstrate the ability to recognize and react to situations with a sense of urgency and problem ownership with a focus on customer service.
The qualities of a self-starter – Able to identify and resolve incidents and problems without constant supervision including ability to prioritize work to balance multiple projects and deadlines.
Ability to work independently in a team environment with minimal supervision, take initiative, set priorities, follow through and see projects through to completion.
Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Technology Specialist (MCTS), and/or Microsoft Office Specialist Certification (MOS) a plus, any ITIL certifications also a plus.
EDUCATION AND/OR EXPERIENCE:
BA or BS from accredited college or university strongly preferred and three to five years’ experience in assigned or related field preferred; or any equivalent combination of training, education, and experience that demonstrates the ability to perform the duties of the position.