Job Title: Application Support Analyst
Job Responsibilities:
As an Application Support Analyst at the law firm, you are entrusted with the critical task of ensuring the smooth operation and optimization of the firm's essential business applications. Your responsibilities encompass a wide array of duties that are vital to maintaining the efficiency and security of these applications. These include:
- Managing and supporting the front-end of the firm's financial applications such as Time, Billing, and Expense/Invoice systems, along with associated integration and automation tools. Your goal is to ensure optimal performance and user satisfaction.
- Providing Tier 2 service level support for technical issues related to applications like CRM, Records, Human Resources/Payroll (HR/PR), Document Management, and Case Management applications. You will assist users in maximizing the functionality of these systems.
- Collaborating with various business units to gather and understand business requirements for application upgrades and enhancements.
- Monitoring and managing user access and security for business applications, ensuring adherence to security policies and protocols.
- Generating ad hoc reports based on business requirements using tools like SQL Server Reporting Services (SSRS). These reports provide actionable insights for different departments within the firm.
- Coordinating and managing system upgrades, patches, and changes to business applications while testing for compatibility and ensuring minimal disruption to business operations.
- Taking ownership of tasks, following up on issues to confirm resolution, and maintaining accountability for ongoing application improvements and updates.
- Testing and documenting system changes and upgrades to ensure proper functionality, providing detailed documentation for future reference and training.
- Engaging with application and support vendors to escalate issues and implement enhancements.
- Participating in an on-call rotation during evenings, weekends, and holidays, with an estimated frequency of being in rotation twice a month.
- Initially required to be in the office five days a week for the first six months of orientation. Afterward, there is an option to transition to a hybrid work environment.
Education and Experience Information:
To qualify for the role of Application Support Analyst, candidates are expected to have the following educational background and experience:
- A Bachelor's degree in business administration, information systems, or a related field is preferred.
- A minimum of three years of experience in supporting business applications such as Time and Billing systems, CRM, Records, Human Resources/Payroll, Document Management, Case Management, or similar enterprise systems.
- Experience working with integration tools and automation platforms to ensure seamless data flow between systems.
- Proficiency with enterprise-level applications, including troubleshooting, configuration, and user support.
Knowledge or Skills Required:
The role demands a specific set of skills and knowledge, including:
- Excellent written and verbal communication skills.
- The ability to translate business needs into technical requirements for problem resolution or enhancements.
- Strong collaboration and communication skills to work effectively with stakeholders and create solutions.
- SSRS report writing skills, including the ability to create reports and provide data insights for various business applications.
- Experience in troubleshooting and optimizing business-critical applications, including Time and Billing systems, Records, HR/PR, Document Management, and Case Management systems.
Salary Information:
The estimated salary range for the Application Support Analyst position is $77,700 to $99,200 per year. This is an exempt position, meaning it is not eligible for overtime. The compensation offered will depend on the candidate's experience, skills, education, professional background, overall qualifications, and geographic market location.
Additional Information:
The physical demands of the position include working in a professional office environment, which requires the ability to remain stationary for long periods (working at a computer), move intermittently throughout the office, operate office equipment, and engage in repetitive movements such as heavy computer/keyboard use. Regular interaction with others verbally, in-person, and via written communication is expected. Occasionally, light lifting of items like files or copy paper may be required.
Furthermore, the individual in this position may be required to provide additional assistance and support as directed by their supervisor. The job description is subject to change at any time.
The law firm is committed to providing equal employment opportunities for all individuals, regardless of race, color, religion, gender, gender identity/expression, sexual orientation, age, national origin, disability, or any other status protected by federal, state, or local law. The firm also strives to work with individuals with disabilities, offering reasonable accommodations to enable them to perform essential job functions. The workplace is to be free from illegal discrimination and harassment.
Equal Opportunity Employer:
The law firm is required to notify all applicants of their rights pursuant to federal employment laws. For further information, applicants are encouraged to review the Know Your Rights notice from the Department of Labor.
