iManage Support Engineer

Responsibilities
o Support and maintain customer applications within contractual SLA targets.
o Managing incidents, service requests, problems, changes and enhancements using ITSM tools and processes
o Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner
o Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
o Problem determination, workaround resolution, root cause analysis, major incident management
o Deployment of service releases, patches, requests and customizations
o Create productive relationships with and between key stakeholders
o Ensure that solution and application support documentation is maintained to the highest quality and accuracy Other Responsibilities
o Creation and distribution of knowledge and information with other team members
o Ability to work with cross-functional teams
o High attention to detail
o Rollout operational changes, functional enhancements and projects as per schedule

Required Skills
o Hands-on experience in Level 2 Production Support responsibilities.
o Understanding of ITIL process[Incident, problem, configuration, change and release management]
o Practical experience of iManage
o Excellent analytical and problem solving skills
o Ability to work both independently and as part of a team
o Excellent customer service skills
o Understanding of software development cycle
o Good communication skills
o Ability to understand the logic flow of programming through reading scripts/other programming languages
o Familiarity with source control tools