Senior Application Support Analyst - London, United Kingdom - Norton Rose Fulbright LLP

Norton Rose Fulbright LLP
Norton Rose Fulbright LLP
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.


Our Newcastle Office is currently recruiting for a
Senior Applications Support Analyst.As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

We celebrate multipleapproaches and points of view and believe diversity drives innovation, so we're building a culture where difference is valued.


The Role

  • Work as part of a global support team, with global team members across different time zones, to ensure maximum coverage for the support and resolution of incidents across an international user base within an ITIL framework.
  • Utilise your excellent troubleshooting, problemsolving and analytical skills to proactively manage and resolve issues through the incident lifecycle. This includes escalating incidents to vendor support and working with the vendor and internal team untilincidents are resolved and fixes are implemented.
  • The ability to build good relationships and open communication between our team, our users and our vendors is fundamental to providing a good service to our clients. This includes the ability to work with senior stakeholders and resolve their issues ina professional manner
  • An ability to realise where possible defects exist in the system and promote the defect resolution of those issues
  • Monitor and maintain data processing and data feeds between systems and develop a good understanding of the endtoend processes and data flow.
  • Work as part of a team to deliver projects to improve systems manageability & supportability, including taking ownership of specific tasks/work streams, within the Change Management delivery process
  • Participate in DR invocation and testing and provide maintenance and monitoring of DR / BCP readiness
  • Any other reasonable duties requested by the internal team leaders
  • The role offers an opportunity to maintain a healthy work/life balance in a peoplefocused environment, in return, we ask that our team members are:
  • Willing to go above and beyond, which may include working outside of regular work hours, when required, to ensure that our systems and user base receive the support they require
  • Willing to learn new things and take on work that may be out of their comfort zone with the knowledge that you would have support when this

Skills and Experience:


  • Hands on experience supporting the Intapp Intake and Conflicts (One Place Risk & Compliance), Wallbuilder and Integration Builder is REQUIRED. Additional experience of Intapp Integration Services (IIS/Boomi) and Intapp Cloud would be a distinct advantage
  • A good understanding of ITIL 4 support processes (incidents, problems and change management) and Service Now would be an advantage
  • Experience of supporting other key technologies and critical systems within a Corporate Environment. including Document Management (iManage), Expense Management (Chrome River), eBilling, Marketing and Security / Confidentiality systems (Intapp Wallbuilder/ iManage SPM) would be advantageous
  • Experience within Legal / Professional Services Industry would be a distinct advantage
  • Excellent English written and verbal communication skills required
  • Experience of working in a legal firm and experience with Legal PMS systems or ERP (SAP) would be an advantage
  • An understanding of integrated solutions and an ability to troubleshoot issues across multiple systems.
  • Experience documenting KB articles and How to reference guides to enable 1st line support and more junior team members to easily pick up work
Our clients come first and whilst we have a high performance culture and work hard as a team, in return we offer range of competitive benefits including:


  • 25 days hols + Bank hols
  • Buy up to 5 days:
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GP Service:

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Bupa Healthcare:

-
Pension:

-
Flexible working


In addition, we are proud of our established health and wellbeing programme which supports our employees through mental, physical and lifestyle challenges.


Norton Rose Fulbright is committed to promoting a diverse workforce and an inclusive workplace where everyone can realise their full potential and career ambitions on the basis of merit and skill.

We are open to flexible working practices, and will supportyou in effectively managing your work and personal commitments. We offer a range of family friendly and inclusive employment policies, flexible working arrangements, and employee networks. Find more about Diversity and Inclusion here.

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